How to Send a Log to Support

Support may ask you for a log to diagnose an issue. It is best if you send the log as soon as possible after the problem occurs. This method still has many limitations because we are often not able to collect good information after a reboot, for instance.

As of version 5.0.x, you can do this through a Help menu item.

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A new "Floating" Pop-up menu would then open with a couple of choices (*ticking the box that says "I learned this" will prevent the help screen loading when you initially start the app - can be turned off in settings)

1. Map Source

  - Takes you back to the Map Page - Whatever map you have open, it will take you back to the area of the map where you previously were.

2.  Subscribe to newsletter

 - Choosing this opens a dialogue box where you can input your email address to subscribe to our Newsletter.

3.  Online Manual

  - Opens your device's preferred browser to our Online Manual Page containing tips and explaining basic to advance app operation instructions.

4. Helpdesk

 - Opens your device's preferred browser to our Zendesk Helpdesk where you can send queries/questions to our online support staff. (*Please note we do not have voice personnel/agents that can assist you through a voice/phonecall)

5.  Contact HelpDesk     (Sending Log)

- Choosing this option will open up a page where you can SEND A LOG along with a short description of the error encountered.

- It is important to check the box that says "Include Log file". This contains error messages that will help us diagnose the problem.

Below are some other methods that may also work.

Please Note:

For Android 4.1 and later, SendLog and similar apps will not work. 

I am told that you can push Power+Volume Down+Volume Up to generate a bug report. 

Often, nothing happens for a minute, then your device prompts you to choose an email client, but doesn't tell you why. 

Address the bug report to [e-mail]. 

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Prior to 4.1, one of the easiest ways to do this is through Sendlog.

You can find it for free in the Market:

Once you've installed, run BackCountry Navigator until you have experienced the odd behavior - whether it be map images missing, a GPX file that didn't seem to completely import, etc. It is most effective if you run SendLog directly after the problem occurs.

Then push the home screen button and go to the apps area. Start Sendlog from there.

When SendLog comes up, it may ask you for a format. Don't panic, just pick one. I'd suggest time as that is the first and default one.

You will then see a prompt for a sending mechanism.

You need to choose sending by email. Most other things won't work. This can be gmail or another email sender you use on your phone.

The email already has a subject and attachment.

Add notes in the message body, if desired.

Address it to [e-mail].

Send it.

You're done.