How to gather logs and open an issue

An effective support report has two parts: a clear description and fresh logs captured while the problem occurs. Symfonium runs across many media providers, playback methods, devices, and Android configurations, so the same symptom can have different causes.

Fresh logs are required

Technical support reports submitted without relevant fresh logs may be closed without investigation. Enable Debug mode before reproducing the issue. As soon as it happens, disable Debug mode and then share the logs immediately. Logs captured at another time usually do not contain the information needed to diagnose the problem.

Quick summary

1. Go to Settings > Advanced and enable Debug mode.
2. Reproduce the complete problem once.
3. Disable Debug mode.
4. Select Share logs with support immediately afterward and enter a recognizable description.
5. Open a support issue and include the exact description used for the logs.

Before you start

Check the documentation and search existing support topics for the same symptom. If the behavior already exists but is not working as expected, continue with a support report. If you are asking for new or different behavior, make a feature request instead.

Prepare one clear sequence that reproduces one problem. Capturing several unrelated issues in the same logs and topic makes each one harder to investigate.

Capture and share current logs

Share logs with support is the fastest and preferred way to send current logs from Symfonium.

Use debug mode only while needed

Debug mode can reduce performance, and log files can use significant storage. Disable it as soon as the issue is captured and before sharing the logs, so the log file is no longer being written while Symfonium prepares and uploads it.

1. Open Symfonium and go to Settings > Advanced.
2. Enable Debug mode.
3. Reproduce the complete sequence once, including the action that starts it. If possible, note the approximate time when the problem occurs.
4. Disable Debug mode so Symfonium stops writing to the log file.
5. Select Share logs with support immediately afterward, enter a recognizable description such as your forum username and a short issue title, then send the logs.

Symfonium prepares and uploads the logs securely. Passwords and authentication tokens are automatically redacted. If the upload succeeds, do not upload the same logs manually.

For an intermittent issue, leave debug mode enabled only until the problem occurs, disable it, then share the logs as soon as possible.

Describe the problem clearly

Logs show what the app recorded, but support still needs your context to find the relevant event and understand the expected behavior. Include:

• A short, specific title
• What happened and what you expected instead
• The exact steps needed to reproduce the issue
• Whether it happens every time or only under certain conditions
• The approximate time when you reproduced it for the uploaded logs
• Your device, Android version, and Symfonium version
• The media provider and server version involved, when relevant
• The playback method or output involved, such as the local device, Chromecast, UPnP/DLNA, Android Auto, Bluetooth, or a USB DAC
• The exact description used when sharing or uploading the logs

Keep one problem per topic. Screenshots or a short video can clarify a visual or timing issue, but they do not replace diagnostic logs.

Access generated files yourself

The direct sharing action uploads current logs but does not give you the generated archive. Open Manage Symfonium generated files when you need to inspect, export, or manually upload a log file yourself.

1. Open Symfonium.
2. Go to the root Settings page.
3. Open Manage Symfonium generated files.
4. Find the relevant log file.
5. Use the available action to upload, share, export, or delete it.

This screen can also contain ANR reports when the app froze or Android reported that it was not responding. Include the relevant ANR report with the logs when one is available.

Upload logs or additional files manually

Use manual upload only when:

• You want to read the logs before sending them
• Share logs with support failed or reports that the archive is larger than 100 MB
• You need to send an ANR report or additional files, such as a media sample, screenshot, video, or server log

Upload files securelySend logs and related files privately to Symfonium support.

Use a description that support can match to your forum topic:

Forum user: myusername
Issue: Chromecast stops after first track

An upload is not a support request

Only support can access uploaded files, and they are automatically deleted after a few days. Uploads are not monitored on their own, so open your forum topic promptly and include the exact upload description. Do not paste full logs in the public forum.

Common mistakes to avoid

• Do not open a technical support issue without fresh logs that contain the complete reproduction.
• Do not paste log contents into the public topic. Use the secure sharing options described above.
• Do not write only “it does not work.” Explain what happened, what you expected, and how to reproduce it.
• Do not assume that uploading files creates a support request or notifies support.
• Do not leave Debug mode enabled while sharing the logs or after capturing the problem.
• Do not manually upload the same logs if Share logs with support already succeeded.

Submit your support issue

Sign in to the forum, open the Support category, select New Topic, and follow the reporting wizard. Keep the provided template and complete every relevant section.

State whether you shared the logs from the app or uploaded them manually, and include the exact description used for the upload.

Open a support issueSubmit the problem details and identify the fresh logs captured while reproducing it.

Request a feature insteadIf you want new or different behavior rather than a fix, explain the need in a feature request.

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