If you are experiencing an issue with your HighSide app/account, in order to help troubleshoot and resolve the issue our support team will often ask you to send us your "debug log." 



What is a debug log? 


Your debug log contains technical data/information on various HighSide database operations, system processes and errors that can occur with sending/receiving messages, running the application, etc. It does not contain your messages or files, your secret key or any information/data that can compromise your account. It can help our support team understand why you're experiencing a bug or having trouble connecting to our servers. 


How do I access my debug log? 


If you are able to open and run HighSide, the easiest way to access the debug log is be navigating to Setting -> Application -> Debug Logs. From there you export your debug log and then can attach it to your helpdesk ticket or email with HighSide's support team. 


In the rare case where you are unable to open or run HighSide, you can manually access your debug log from the "appdata" folder on your computer. Accessing this folder is different depending on what operating system you are using. It seems daunting, but it takes less than 60 seconds if you follow the simple steps below: 


Windows
  1. In the bottom left of your screen on the task bar where it says, "Type here to search," type "%APPDATA%" without the quotation marks and run the search. 
  2. Locate and open the "HighSide" folder. 
  3. Inside the HighSide folder, you will see your debug logs - attach them to your support ticket/email. That's it! 

MacOS
  1. Open "Finder" 
  2. On your Mac's top menu bar, click on "Go," then "Go to Folder."
  3. In the Go to Folder search box, type "~/Library/Application Support/" without the quotations. 
  4. Locate and open the "HighSide" folder. 
  5. Inside the HighSide folder, you will see your debug logs - attach them to your support ticket/email. That's it!