Sending in problem reports to Zello Support

Problem reports send Zello Support a detailed log of what the application is doing and any errors it may run into. Normally, the log only shows a few minutes of information, so it's very important to send it as soon as you encounter a problem on the device. If you send the report too long after you've seen the problem, we may not see it in the problem report.

If you didn't send the report in immediately after the problem occurred, try to reproduce it before submitting a report. You can submit a report from either the Management Console or the user device with the problem. 

From the Management Console

NOTE: If you use the Management Console, you must reproduce the problem on the user device(s) immediately before sending in the report. 

1. If needed, reproduce the issue on the user device(s) involved
2. From the Management Console, select Users from the taskbar
3. Select the username that is having the issue and click on Request Log to send in the report. Logs can only be requested from users who are online and in Available status (solid green circle with a checkmark)
4. 
5. After sending the problem report, you can email paidsupport@zello.com for further information about your issue. Include your network name and the username involved when inquiring about the status of your report.

Android and iOS (iPhone, iPod, iPad)

1. Submit immediately after the problem occurs, or reproduce the problem on your device
2. Choose Menu > Options > Support > Report a problem, enter your name and optional email and then tap Send
3. The log file, your problem description, and any contact information will be sent to Zello Support.
4. A copy of the log file will be saved--
   • • Android 7 and newer: Internal Storage/Android/data/com.loudtalks/files/zello-problem-report.txt
       • Note that if the Android app hasn't been updated recently, the path might need to change to .../data/net.loudtalks/files/...
     • Android 6 and older: /storage/emulated/0/Zello/zello-problem-report.txt

Windows PC

1. Submit immediately after the problem occurs, or reproduce the problem on the PC
2. Click Help > Report a problem, enter your name and optional email and then click on Send
3. The log file, your problem description, and any contact information will be sent to Zello Support. A copy of the log also appears in the My Documents folder on the PC and will be named ptt_report.txt.

Windows Mobile

1. Submit immediately after the problem occurs, or reproduce the problem on your device
2. Choose Menu > Report a problem, enter your name and optional email and then tap Send
3. The log file, your problem description, and any contact information will be sent to Zello Support. A copy of the log also appears in the My Documents folder on the device and will be named ptt_report.txt.

macOS Dispatch Hub

1. Submit immediately after the problem occurs, or try to reproduce the problem.
2. Choose Help > Report a Problem
   
3.  Enter your email, describe the problem as best you can and then tap Send
   
4. The log file, your problem description, and any contact information will be sent to Zello Support. A copy of the log also appears in the /Users/ <Username>/ Library/ Logs/Zello folder, which is also accessible by Help > Show Logs

Windows Desktop Dispatch Hub

1. Submit immediately after the problem occurs, or try to reproduce the problem. Note: This is a very important step. For context, we are able to look at every click, screen and any generally action you took from the log and identify where the problem lies. 
2. Choose Help > Report a Problem and enter your email, describe the problem as best you can and then tap Send
3. The log file, your problem description, and any contact information will be sent to Zello Support. A copy of the log is accessible by choosing Help > Show Logs

Questions? Contact us or submit a new ticket for support-related inquiries.