Sending a Zoom Phone problem report


If you are encountering an issue while using Zoom Phone, you can send a problem report to Zoom Support. These problem reports help our support team troubleshoot the issue and arrive at a resolution. If you do not already have a ticket open with Zoom, we recommend opening a ticket with support first before sending the report.

If you are having issues with Zoom Meetings or Webinars, please refer to the dedicated article for submitting a meeting or webinar problem report.

Note: This feature is only available for Zoom Phone Appliance with version 6.0.0 or later.

This article covers:

Prerequisites for sending a problem report and client logs to Zoom Support

How to send a problem report from the Zoom desktop app

  1. Sign in to the Zoom desktop app.
  2. Click your profile picture, then click Settings.
  3. Click Phone .
  4. Click Send report.
  5. Select a problem from the Problem dropdown list, and specify the date and time that the problem occurred.
  6. Under Description, Enter a brief description of the issue.
  7. Select the check box next to Include log file and system information to send the log files generated by the client to Zoom Support with the problem report.
  8. If you already have a support ticket open, select the check box next to I have a ticket ID, and enter the ticket number.
  9. Click Send.

How to send a problem report from the Zoom mobile app

Android | iOS

  1. Sign in to the Zoom mobile app.
  2. Tap the More icon .
  3. Tap the Phone section.
  4. Tap Report Problem.
  5. Specify the following:
    • Problem: Choose the problem being reported. Once something is selected, a text box is displayed to provide space to explain the problem in a step-by-step description of the issue, if possible.
    • Time of Occurrence: Specify the date and time the problem occurred.
    • Send Log: Allow log files generated by the client to be sent to Zoom Support.
    • I have a ticket ID: If you already have a support ticket, enter the ticket number.
  6. Tap Send.

How to send a problem report from the Zoom web portal

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Device Management then Device List.
  3. Click the Devices tab.
  4. In the list, find a Zoom Phone Appliance (ZPA).
  5. Click the device name.
    A pop-up window will appear.
  6. In the window, click the Manage tab.
  7. Click Send app logs to Zoom.
    A Send app logs to Zoom window will appear.
  8. In the window, enter a brief description of the issue:
    • Reported by user: Include your first name and last name.
    • Occurrence date and time: Include the date and time of when the issue occurred.
    • Problem: Describe the problem with the expected behavior and the actual behavior.
  9. Under Log Type, click the dropdown and select the log type:
    • Basic: For all issues.
    • Audio: For audio quality issues.
    • Crash Dump: For application or phone crashes or the app not responding.
  10. Click Send.

Log information from the device will be sent to Zoom to assist in troubleshooting. Contact Zoom Support to follow up. Data will be removed after 30 days.

How to send a problem report from a Zoom Phone Appliance (ZPA)

  1. On the ZPA device, select More.
  2. Select Settings, then General.
  3. Select Send Information to Zoom.
  4. Enter a brief description of the issue and your Zoom Support ticket number.
  5. Select a Log type as follows:
    • Basic: For all issues.
    • Audio: For audio quality issues.
    • Crash Dump: For application or phone crashes or the app not responding.
  6. Press Send.