If Spark crashes or quits unexpectedly, on any weird action, please follow the steps:
- Reboot your device.
- Install the latest version of Spark to see if it solves the issue. If the update can't be installed, we kindly ask you to consider deleting and reinstalling Spark.
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 Spark detailed logs
- Open Spark Settings.
- Click Support and enable the Detailed Logging toggle.
- Reproduce the crash.
- Open Spark Settings > Support again.
- Select Send Diagnostics Information.
- A new email window with the attached logs will appear. In the Subject: line, write “Crash.”
- Send the email and we’ll get in touch soon.
- Open Spark Settings.
- Click Support and enable the Detailed Logging toggle.
- Reproduce the crash.
- Open Spark Settings > Support again.
- Select Send Diagnostics Information.
- A new email window with the attached logs will appear. In the Subject: line, write “Crash.”
- Send the email and we’ll get in touch soon.
- Tap the menu icon at the top left.
- Select Settings > Support > Diagnostics.
- Enable the 'Detailed' and 'Connection' Logging toggles.
- Reproduce the issue.
- Open Settings > Support > Diagnostics > Send Diagnostics Information.
- A new email window will appear with the attached logs will appear. In the Subject: line, write “Crash.”
- Send the email and we’ll get in touch soon.
There are two types of logs you can send us.
The system crash logs:
- Open the Settings app.
- Select Privacy & Security > Analytics & Improvements > Analytics Data.
- Find the latest Spark crash log and open it.
- Tap the Share icon at the top right.
- Select Spark or Mail.
- In the email subject, please describe the issue you experienced.
- Send the file to rdsupport@readdle.com.
Spark detailed logs:
- In Spark, tap the menu icon
at the top left. - Select Settings > Support > Diagnostics.
- Enable the 'Detailed' and 'Connection' Logging toggles.
- Reproduce the issue.
- Open Settings > Support > Diagnostics > Send Diagnostics Information.
- A new email window with the attached logs will appear. In the Subject: line, describe your issue.
- Send the email and we’ll get in touch soon.
Note: The logs may contain sensitive personal data, and we assure you we’ll treat them as confidential information.
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.
- Open Spark Settings.
- Click Support and enable the Detailed Logging toggle.
- Open the problematic email.
- Select Message on the Menu bar > Send message data.
- In your message to our support team, describe the issues you have with this email.
- Click Send, and we’ll get back to you soon.
- Open Spark Settings.
- Click Support and enable the Detailed Logging toggle.
- Open the problematic email.
- Select Message on the Title bar > Send message data.
- In your message to our support team, describe the issues you have with this email.
- Click Send, and we’ll get back to you soon.
- Tap the menu icon at the top left.
- Select Settings > Support > Diagnostics.
- Enable the 'Detailed' and 'Connection' Logging toggles.
- Open the email you have issues with.
- Tap More
at the top right. - Tools > Send message data.
- In your message to our support team, specify the issues you have with this email.
- Send the email and we’ll get in touch to fix your problem as soon as possible.
- Tap the menu icon
at the top left. - Select Settings > Support > Diagnostics.
- Enable the 'Detailed' and 'Connection' Logging toggles.
- Open the problem email.
- Tap More
at the bottom right. - Tap Tools > Send message data.
- In your message, please specify the issues you have with this email.
- Send the email and we’ll get in touch soon.