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  3. How to collect troubleshooting files of SureFox/SureVideo on iOS devices?

How to collect troubleshooting files of SureFox/SureVideo on iOS devices?

KB ID: 42G2110198
Views: 512
Updated: November 2021

Troubleshooting files includes Log files and Settings files of SureFox/SureVideo application which will provide insights to the support team about the application behavior and deployment while troubleshooting.

A. To collect the SureFox/SureVideo Logs files:

  1. Launch SureFox/SureVideo application on the iOS device.
  2. Tap 5 times on the screen and enter the SureFox/SureVideo admin password.
  3. You will be navigated to SureFox/SureVideo admin settings page.
  4. Click on the “View SureFox log” or  “View SureVideo log” option.
  5. It will redirect to the “SureFox log” or  “SureVideo log” page.
  6. Click on the “mail” option and enter the account details, case number and share the files with support team.

B. To collect the SureFox/SureVideo Settings files:

  1. Connect the iPad/iPhone to your windows/Mac.
  2. Launch iTunes application.
  3. Allow iTunes to access your device.
  4. Click the Device button near the top left of the iTunes window. Click File Sharing. In the list on the left, select the app on your device that you want to transfer a file to or from.
  5. Select the SureFox/SureVideo application icon and Download the Plist files from the device.
  6. Plist files will be downloaded to your local system, Kindly share the same with support team.

Gather these files and share them with the 42Gears Technical Support Team to help them analyze the issue further.

For any further assistance, reach out to us – techsupport@42gears.com

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