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User Manual

Crash Logs

If OnSong abruptly returns to the iOS home screen, this is a sign of a crash condition. These can happen for a number of reasons that require some more troubleshooting than your library diagnostics can provide. If you send your diagnostics to OnSong after a crash, we may request a crash log to determine what is happening. Here are instructions for finding a crash log for OnSong when using MacOS or Windows.

Sync with iTunes

Crash logs are transferred to iTunes whenever you sync your device. Connect your device using the included USB sync/charge cable and open iTunes. Open the iOS device in iTunes and click on the Sync button. This will copy the crash logs on the device to your computer.

Retrieve the Crash Log

This process is slightly different depending on the operating system you are running with iTunes. Please note that you can find your device's name within iTunes, or by opening the Settings app on your device and choosing General » About.

MacOS

  1. Open Finder (found in the Dock) 2. Click on the "Go menu at the top of your screen, and select "Go to Folder"
  2. Type (or paste): ~/Library/Logs/CrashReporter/MobileDevice/
  3. Open the folder with the same name as your device.
  4. Look for files starting with "OnSong". If you don't see any, try opening the folder called "Retired". Here, you should see at least one item starting with "OnSong". Copy any that you find to your Desktop.
  5. Attach the file(s) to your reply to the support case email.

Windows Vista/7

  1. Open any Windows Explorer Window (My Computer, My Documents, etc.)
  2. Enter %appdata%, and press enter.
  3. Navigate to Roaming » Apple computer » Logs » CrashReporter » Mobile Device and choose the folder with your device's name.
  4. You will see at least one item starting with "OnSong". Copy any that you find to your Desktop.
  5. Attach the file(s) to your reply to the support case email.

Windows XP

  1. Locate your Application Data folder. Click here to learn how to access this folder.
  2. Navigate to Apple computer » Logs » CrashReporter » Mobile Device and open the folder with your device's name.
  3. You will see at least one item starting with "OnSong". Copy any that you find to your Desktop.
  4. Attach the file(s) to your reply to the support case email.
OnSong 2023 — Last Updated on September 17, 2018