Send app log files

Send us your log files

Log files from your Danalock app can help support trying to figure out why your app is not responding as expected.

We sometimes also ask for a video of the issue or screenshots/pictures. These help us to better understand the issues you are having.

Have you tried...

If you are having issues with your Danalock app, it is always a good idea to try and reinstall the app.

Do this by deleting the app from your phone and installing it again from the app store.
Remember to take good notice of the permissions the app asks for during the first run.

If you were using the Danalock Classic app before, we recommend that you use the new Danalock V3 app.

Where to find the log files

You will find the logfiles in the menu of the Danalock V3 app.

Tap on Menu
Then choose "Need Help?"
Tap on "Log Files"

Please read below for further instructions.

What to send

Please include your Danalock account e-mail address.
Send us the log files from the dates when you had the issue.
Please include the time of day the issue happened.
Explaining what you experience and what you have tried.
Do you have more than one lock then please include the serial number of the lock that you are trying to operate.
Any pictures or videos you can provide will make it easier for our support team to help you

iPhone

Tap on the individual log you want to send

iphone logfiles

Tap on the share icon in the upper right cornerios share icon

iphone logfiles send

This will bring up your share function on your iPhone.

If you want to only send one log file, then simply send it by choosing your e-mail app.

If you want to send multiple files, then save the log files individually. In the Share menu, swipe up and choose "Save to Files". Remember where you saved them so that you can attach them to an e-mail afterward.

Either respond to your open ticket e-mail with our support team or send a new e-mail to support@danalock.com.

Android

Mark the individual log files you wish to send

Android logfiles

Tap on the share icon in the bottom right corner and use your e-mail app on the phone to send it to support@danalock.com.

If you have a case number for an ongoing support ticket, please write that in the subject of the e-mail.