{"id":388,"date":"2023-10-12T09:20:33","date_gmt":"2023-10-12T09:20:33","guid":{"rendered":"https:\/\/support.alfaview.com\/?page_id=388"},"modified":"2026-09-03T13:53:05","modified_gmt":"2026-09-03T13:53:05","slug":"log-files-and-contacting-support","status":"publish","type":"page","link":"https:\/\/support.alfaview.com\/en\/troubleshooting\/log-files-and-contacting-support\/","title":{"rendered":"Log Files and Contacting Support"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\" class=\"wp-block-heading\" id=\"i-need-support\">I need support<a href=\"#i-need-support\" class=\"av-heading-anchor\"><i class=\"bi bi-link\"><\/i><\/a><\/h2>\n\n\n\n<div class=\"wp-block-alfaview-callout\">\n<p class=\"wp-block-paragraph\">Contact us by phone at <a href=\"tel:+49-711-758598-50\">+49-711-758598-50<\/a>,<br>or send an email to <a href=\"mailto:support@alfaview.com\">support@alfaview.com<\/a>.<\/p>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\">The following information helps us to process:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Your contact details<\/li>\n\n\n\n<li>A precise description of the problem<\/li>\n\n\n\n<li>Screenshots<\/li>\n\n\n\n<li>Information on computer and operating system<\/li>\n\n\n\n<li>Log files (see section <a href=\"#log-files\" data-type=\"internal\" data-id=\"#log-files\">Log files<\/a>)<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-alfaview-callout\">\n<p class=\"wp-block-paragraph\">As soon as you contact our support team, a ticket will be created for your issue in our <a href=\"https:\/\/alfaview.zammad.com\/#login\" data-type=\"link\" data-id=\"https:\/\/alfaview.zammad.com\/#login\">system<\/a>. There, you can log in at any time to view the status of your ticket. Once your email has been received, your email address will be registered in our <a href=\"https:\/\/alfaview.zammad.com\/#login\">system<\/a> and you can request a <a href=\"https:\/\/alfaview.zammad.com\/#password_reset\">password<\/a>.<\/p>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" class=\"wp-block-heading\" id=\"log-files\">Log files<a href=\"#log-files\" class=\"av-heading-anchor\"><i class=\"bi bi-link\"><\/i><\/a><\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<p class=\"wp-block-paragraph\">The alfaview app logs technical information and events in log files on your computer.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The log files are only accessible to you.<\/li>\n\n\n\n<li>The log files are only meant to be used in case of technical support.<\/li>\n\n\n\n<li>No communication content is logged.<\/li>\n\n\n\n<li>These are pure text files.<\/li>\n\n\n\n<li>There is no way to access log files with mobile devices.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-alfaview-callout\">\n<p class=\"wp-block-paragraph\">The log files can be found in the alfaview app and in the web client at:<br><em>Settings &gt; General &gt; Technical support &gt;<\/em> <button class=\"av-button--primary av-button\">Show log files<\/button><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This opens the directory in which alfaview stores log files. Send us the latest file in order to help the technical support resolve the issue.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Activate the <strong>Enable debug logging<\/strong> option to generate more detailed log files for technical support.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\"><div class=\"wp-block-image\">\n<figure class=\"alignright size-full\"><a href=\"https:\/\/support.alfaview.com\/wp-content\/uploads\/2025\/11\/alfaview_troubleshooting-logging_en.png\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"950\" src=\"https:\/\/support.alfaview.com\/wp-content\/uploads\/2025\/11\/alfaview_troubleshooting-logging_en.png\" alt=\"In the alfaview app, you can view log files and enable advanced logging in the general settings of the secondary menu.\" class=\"wp-image-9661\" srcset=\"https:\/\/support.alfaview.com\/wp-content\/uploads\/2025\/11\/alfaview_troubleshooting-logging_en.png 400w, https:\/\/support.alfaview.com\/wp-content\/uploads\/2025\/11\/alfaview_troubleshooting-logging_en-126x300.png 126w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/><\/a><figcaption class=\"wp-element-caption\">Show log files <\/figcaption><\/figure>\n<\/div><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Find out everything you need to know about contacting our support team.<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":597,"menu_order":35,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-388","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/support.alfaview.com\/en\/wp-json\/wp\/v2\/pages\/388","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/support.alfaview.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/support.alfaview.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/support.alfaview.com\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/support.alfaview.com\/en\/wp-json\/wp\/v2\/comments?post=388"}],"version-history":[{"count":5,"href":"https:\/\/support.alfaview.com\/en\/wp-json\/wp\/v2\/pages\/388\/revisions"}],"predecessor-version":[{"id":12776,"href":"https:\/\/support.alfaview.com\/en\/wp-json\/wp\/v2\/pages\/388\/revisions\/12776"}],"up":[{"embeddable":true,"href":"https:\/\/support.alfaview.com\/en\/wp-json\/wp\/v2\/pages\/597"}],"wp:attachment":[{"href":"https:\/\/support.alfaview.com\/en\/wp-json\/wp\/v2\/media?parent=388"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}