Frequently Asked Question

When an issue persists or its solution is not immediately clear, a CounterPath Support Representative may ask you to send a log from Bria in order to more closely analyze the issue.

How to Send a Log from Bria (steps for MOBILE LOG at the bottom of the page)

Windows and OS X

On the phone itself in Windows or on the top menu bar in Mac OS, select Help > Troubleshooting > Support, then move the slider over to "Debug". 

Now restart Bria and next, try to recreate the issue you are having and when it occurs, return to the Support menu and click "Send Log". Another small window will pop up; you may choose to add any extra information if you want, then click "Send Log". A reference number will show up in the bottom left of the window now. Please save this reference number and forward it to the CounterPath Support Representative as a comment on your created ticket.

iOS and Android

Select Settings ( ), then Advanced Settings. Scroll to Application Logging.

If Verbose Logging is OFF, turn it to ON and tap "Apply Changes". Next, restart your Bria and now recreate the issue you are having, then go back to Settings > Advanced Settings. Tap "Send Log". A prompt appears.

Add any extra information you would like to send in the prompt and click "Send Log" once again. A reference number will show up in the bottom left of the window now. Please save this reference number and forward it to the Slingshot Support Representative as a comment on your created ticket.