- Sign in to the Zoom mobile app.
- Tap the More icon
. - Tap the Phone section
. - Tap Report Problem.
- 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.
- Tap Send.
How to send a problem report from the Zoom web portal
- Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
- In the navigation menu, click Device Management then Device List.
- Click the Devices tab.
- In the list, find a Zoom Phone Appliance (ZPA).
- Click the device name.
A pop-up window will appear. - In the window, click the Manage tab.
- Click Send app logs to Zoom.
A Send app logs to Zoom window will appear. - 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.
- 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.
- 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.