How-to locate iOS crashlogs for diagnosis

When troubleshooting an issue we may ask you to provide a crashlog. Crashlogs help us to determine the root cause of crash related issues.

Crashlogs are automatically transferred to your computer during synchronization with iTunes or can be located directly on your device.

Locate crashlogs directly on your iOS device

1. Open the Settings app on your device.
2. a) For iOS 10.3 and newer: Go to “Privacy > Analytics > Analytics Data“.
   b) For iOS versions older than 10.3: Go to “Privacy > Diagnostics & Information > Diagnostics & User Data“.
3. There you will find one ore more entries beginning with “PDFpro-“.
4. Select the most recent “PDFpro-” entry based on the timestamp.
5. Now you’ll see a lot of text. Please select the whole text manually via press and hold. (This is a bit tedious, unfortunately Apple didn’t add a „Select All“ button here.)
6. After you selected the whole text press the „Share“ Button and send it via E-Mail to our support staff.

If you are unable to locate crashlogs directly on your device, please use iTunes by following one of the steps below. More Information about synchronization of iOS devices with iTunes can be found in the following Apple Support document:
https://support.apple.com/en-us/HT201253

Locate crashlogs on macOS

1. Sync your iOS device with iTunes.
2. Open Finder.
3. From the menu bar select “Go > Go to Folder“.
4. Enter or Copy&Paste: ~/Library/Logs/CrashReporter/MobileDevice/
   and click Go.
5. Now select the folder named after your iOS device.
6. Select all files beginning with “PDFpro_” and mail them to our support staff.

Locate crashlogs on Windows Vista, 7, 8 and 10

1. Sync your iOS device with iTunes.
2. Open Windows Explorer and make sure that hidden files are displayed.
3.  Navigate to the following directory:
   C:\Users\<USER_NAME>\AppData\Roaming\Apple Computer\Logs\CrashReporter\MobileDevice\<DEVICE_NAME>\Retired
4. Select all files beginning with “PDFpro_” and mail them to our support staff.

Locate crashlogs on Windows XP

1. Sync your iOS device with iTunes.
2. Open Windows Explorer and make sure that hidden files are displayed.
3.  Navigate to the following directory:
   C:\Documents and Settings\<USER_NAME>\Application Data\Apple computer\Logs\CrashReporter\<DEVICE_NAME>
4. Select all files beginning with “PDFpro_” and mail them to our support staff.