Report issues to synchrosupport@bentley.com or raise a Service Request. 

Reproducing issues

When possible, the user should invite the Bentley support agent assigned to the support ticket to the Control project as an Admin. If the project is confidential and cannot invite a Bentley support agent to the project directly, create a new project in SYNCHRO Control, configure it in the same way to reproduce the problem, and share it with Bentley support. Bentley support will further investigate and share with the dev team.

In the support request, please include:

1. Project name, and the URL to the project. 
2. App log files.
3. Device hardware information.

This is the most efficient way to pinpoint issues. More details on how to get information:

Getting detailed logs from the Field app

1. In app Settings > Feedback > Get logs (watch video to learn how to export logs here)
2. Send the exported logs to Bentley Support (synchrosupport@bentley.com)

Getting screenshots and/or screen recordings

1. Provide screenshots from the screen where the error occurs. 
2. If the issue is reproducible, also provide a screen recording for our team to understand user actions.
3. Send the screenshots and screen recordings to Bentley Support (synchrosupport@bentley.com) for further investigation.

Getting device hardware info

1. For iOS, go to Settings > General> About
2. Provide the make and model of your device, not limited to: Model Name, Model Number, Software Version, Capacity, etc. 

Android - getting crash log

In some cases, the development team may ask you to get crash logs. In order to do that, follow these instructions:

1. Prepare tools on your computer:
   1. Download standalone Android SDK Platform-tools for you operating system: https://developer.android.com/studio/releases/platform-tools
   2. Extract the package to your chosen location. E.g. "C:/platform-tools/"
   3. Open the command line (Windows) or terminal (MacOS/Linux).
   4. Set the current directory to platform tools. E.g. "cd C:/platform-tools/"
2. Your Android device:
   1. Enable developer mode and "USB debugging": https://developer.android.com/studio/debug/dev-options  
   2. Connect your Android device to the computer via USB cable.
3. Getting crash log
   1. On the computer: run "adb devices" command to verify if your device is detected.
   2. On the computer: run "adb logcat -c"
   3. On the computer: run "adb logcat > crash-log.txt"
   4. On the device: run the app and reproduce crash.
   5. On the computer: press CTRL + C to stop gathering log.
4. Email "crash-log.txt" to our support.