Report Cloud Voice App Problems

When the Cloud Voice App desktop client misbehaves (calls drop, audio fails, the app freezes, or a feature will not load), the fastest way to get help is to capture its debug logs and hand them to support. There are two things to do: export the log file from the client, then open a support ticket and attach it.

What a debug log is

A debug log is a text record the client keeps of its own activity: what it tried to do, and any errors it hit. It contains no audio and no video, only technical events. Support reads it to work out what went wrong, so you do not have to describe the problem perfectly.

Step 1: Export the debug logs

First open the client menu. Where you find it depends on your operating system.

1. Open the Cloud Voice App menu.

   • Windows: Find the Cloud Voice App icon in the system tray (the notification area at the bottom-right of the taskbar, next to the clock), then right-click it.

     Note

     If you do not see the icon, click the small upward chevron (^) in the system tray to reveal hidden icons. The app keeps running in the tray even when its main window is closed.

     

   • macOS: In the menu bar at the top of the screen, click the Cloud Voice App application menu.

     

2. Choose Download Logs from the menu.

3. Save the generated log file somewhere you can find it again, such as your Desktop or Downloads folder.

Reproduce the problem first

Debug logs capture recent activity and older events are eventually overwritten, so try to trigger the problem one more time, then download the logs right away while the relevant events are still in the file.

Step 2: Send the logs to support

1. Open a support ticket describing the problem.
2. Attach the log file you saved in Step 1.
3. Add as much detail as you can: what you were doing when the issue happened, the exact time it occurred, whether it happens every time or only sometimes, and the steps to reproduce it. The more context you give, the faster support can investigate.

Treat the log as private

The log can reference account names, extensions, and call details. Send it only through the official support ticket. Do not post it in public forums or chat channels.