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    The app quits unexpectedly

    If Spark crashes or quits unexpectedly on any action, please follow the steps:

    1. Reboot your device.
    2. Install the latest version of Spark to see if it solves the issue. If the update can't be installed, we kindly ask that you delete and reinstall Spark. Here's an article on how to check the app version on your device. 

    If that doesn't help, share the app logs with our support team. We need this information to investigate your issue. In your email, please describe the sequence of actions you follow before Spark crashes.

    Send detailed logs from Spark

    Mac Windows Android iOS

    Here are the instructions for Mac:

    1. Open Spark Settings.
    2. Click Support and enable the Detailed Logging toggle.
    3. Reproduce the crash.
    4. Open Spark Settings > Support again.
    5. Select Send Diagnostics Information.
    6. A new email window with the attached logs will appear. In the Subject: line, write “Crash.”
    7. Send the email and we’ll get in touch soon.

    Here are the instructions for Windows:

    1. Open Spark Settings.
    2. Click Support and enable the Detailed Logging toggle.
    3. Reproduce the crash.
    4. Open Spark Settings > Support again.
    5. Select Send Diagnostics Information.
    6. A new email window with the attached logs will appear. In the Subject: line, write “Crash.”
    7. Send the email and we’ll get in touch soon.

    Here are the instructions for Android:

    1. Tap the menu icon at the top left.
    2. Select Settings > Support > Diagnostics.
    3. Enable the 'Detailed' and 'Connection' Logging toggles.
    4. Reproduce the issue.
    5. Open Settings > Support > Diagnostics > Send Diagnostics Information.
    6. A new email window will appear with the attached logs will appear. In the Subject: line, write “Crash.”
    7. Send the email and we’ll get in touch soon.

    Here are the instructions for iOS:

    There are two types of logs you can send us.

    The system crash logs:

    1. Open the Settings app.
    2. Select Privacy & Security > Analytics & Improvements > Analytics Data.
    3. Find the latest Spark crash log and open it.
    4. Tap the Share icon at the top right.
    5. Select Spark or Mail.
    6. In the email subject, please describe the issue you experienced.
    7. Send the file to support@sparkmailapp.com.

    Spark detailed logs:

    1. In Spark, tap the menu icon   at the top left.
    2. Select Settings > Support > Diagnostics.
    3. Enable the 'Detailed' and 'Connection' Logging toggles.
    4. Reproduce the issue.
    5. Open Settings > Support > Diagnostics > Send Diagnostics Information.
    6. A new email window with the attached logs will appear. In the Subject: line, describe your issue.
    7. Send the email, and we’ll get in touch soon.
    Note: The logs you will send us may contain sensitive personal information, so we encourage you to review them before sending them. We will, of course, treat logs as confidential information, never share them with third parties, and retain them in accordance with our Privacy Policy.

    Crash on viewing a certain email

    If Spark crashes when you view or perform actions on a certain email, please send us its message data for testing.

    Mac Windows Android iOS

    Here are the instructions for Mac:

    1. Open Spark Settings.
    2. Click Support and enable the Detailed Logging toggle.
    3. Open the problematic email.
    4. Select Message on the Menu bar > Send message data.
    5. In your message to our support team, describe the issues you have with this email.
    6. Click Send, and we’ll get back to you soon.

    Here are the instructions for Windows:

    1. Open Spark Settings.
    2. Click Support and enable the Detailed Logging toggle.
    3. Open the problematic email.
    4. Select Message on the Title bar > Send message data.
    5. In your message to our support team, describe the issues you have with this email.
    6. Click Send, and we’ll get back to you soon.

    Here are the instructions for Android:

    1. Tap the menu icon at the top left.
    2. Select Settings > Support > Diagnostics.
    3. Enable the 'Detailed' and 'Connection' Logging toggles.
    4. Open the email you have issues with.
    5. Tap More at the top right.
    6. Tools > Send message data.
    7. In your message to our support team, specify the issues you have with this email.
    8. Send the email and we’ll get in touch to fix your problem as soon as possible.

    Here are the instructions for iOS:

    1. Tap the menu icon   at the top left.
    2. Select Settings > Support > Diagnostics.
    3. Enable the 'Detailed' and 'Connection' Logging toggles.
    4. Open the problem email.
    5. Tap More   at the bottom right.
    6. Tap Tools > Send message data.
    7. In your message, please specify the issues you have with this email.
    8. Send the email and we’ll get in touch soon.

    Crash on start 

    Mac Windows Android iOS

    Here are the instructions for Mac:

    1. Open Finder.
    2. Hold Option key and press Go To.
    3. Select Library in the list of folders.
    4. Find and open Logs folder.
    5. There should be Spark Desktop folder that contains all the application logs. Please compress then into one archive.
    6. Send it to us in any convenient way. 

    Here are the instructions for Windows:

    Please open C:\Users\USERNAME\AppData\Local\Spark Desktop (Beta)\logs > Archive the “logs” folder (using Winrar, for instance) > Send it to us in any convenient way. 

    Here are the instructions for Android:

    As long as the app quits on start, we kindly ask you to install Spark Logs Exporter and share the log information by following the steps below.

    1. Download and install the Spark Logs Exporter app. Please find the installation file attached to this email.
    2. Open the Spark app to reproduce the issue.
    3. Open the Spark Logs Exporter app and send us the support log file to insight@sparkmailapp.com.

    Here are the instructions for iOS:

    1. Open iOS Settings > Privacy & Security > Analytics & Improvements > Analytics Data.
    2. Find the Spark crash log (it should have the name in the following format: Spark-2021-06-18-XXXXXX.ips) and send it to us by tapping the Actions button in the upper right corner > Mail.
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