Sending a Zoom Phone problem report

1. Sign in to the Zoom desktop app.
2. Click your profile picture, then click Settings.
3. Click Phone .
4. Click Report problem.
5. Select a product from the With which product are you having issues dropdown list.
6. Select a problem from the What problem type would you like to report dropdown list.
7. Under Tell us about the problem you are having, enter a brief description of the issue.
8. Click Add attachment to add any picture showing the issue.
9. Select the checkbox next to Include log file to send the client-generated log files to Zoom Support with the problem report.
10. If you already have a support ticket open, select the checkbox next to I have a ticket ID, and enter the ticket number.
11. Click Submit.

1. Sign in to the Zoom mobile app.
2. Tap your profile picture.
3. Tap Settings  .
4. Tap About .
5. Tap Report Problem.
6. Tap Select Product to select the product where the issue occurs.
7. Tap Select problem type to select the problem type you'd like to report.
8. Specify the following:
   • Describe Problem: Explain the problem in a step-by-step manner, if possible.
   • Time of occurrence: Specify the date and time the problem occurred.
   • Add photo: Select any picture showing the issue.
   • Include log file: Tap the toggle to enable the app to send log files to Zoom Support.
   • I have an open ticket: Tap the toggle if you already have a support ticket, then enter the ticket number.
9. Tap Submit.

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.

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.