Sending a problem report and client logs in zoom app
Please send a problem report to Zoom Support if you encounter an issue with Zoom Phone. Our support team uses these reports to troubleshoot issues and resolve them. Before sending the report, please open a support ticket with Zoom if you do not already have one.
Refer to the dedicated article for reporting meetings or webinar problems if you have issues with Zoom Meetings or Webinars.
This article covers:
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How to send a problem report from the Zoom desktop client
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How to send a problem report from the Zoom mobile app
Prerequisites for sending a problem report and client logs to Zoom Support
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License for Zoom Phone
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Desktop client for Zoom:
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A macOS version of 4.6.0 (13614.1202) or higher is required
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The latest version of Windows (13610.1201) is required
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A Linux version of 5.0.0 or higher is required
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Mobile app for Zoom
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A version of Android higher than 5.0.0 is required
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A version of iOS 5.0.0 or later is required
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How to send a problem report from the Zoom desktop client
Windows | macOS | Linux
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Zoom’s desktop client should be open.
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You can access your profile settings by clicking on your profile picture.
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Click on Phone.
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Send the report by clicking Send.
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You can specify the date and time that a problem occurred by selecting a problem from the drop-down list.
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The issue should be described briefly in the Description field.
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Send Zoom Support the log files generated by the client with the problem report by checking the box next to Include log file and system information.
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Alternatively, you can select I have an open support ticket, and enter its number.
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Send the message.
How to send a problem report from the Zoom mobile app
Android | iOS
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Use Zoom’s mobile app to sign in.
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Select More from the menu.
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Choose Phone from the menu.
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Click on Report a Problem.
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Please specify the following:
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Problem: You can choose what kind of problem you are reporting. If possible, a text box will appear once something is selected to allow you to describe the issue step-by-step.
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Time of Occurrence: If the problem occurred at a specific time and date, specify the time and date.
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Send Log: Make it possible for Zoom Support to receive log files generated by the client.
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I have a ticket ID: Please enter the number of the support ticket if you already have one.
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Click on the Send button.