Sync Error Log
The sync log file contains the detailed information of the sync process on your device. Our support will be able to identify the cause of the sync issue with this log file.
To retrieve sync error log file, please follow the steps provided below:
Android 11 & above:
Open Journey > Settings > Data & Cloud services.
Press Download Log.
Select a folder to save to and save the sync log.
In your internal storage, locate a file titled log.txt in the selected folder.
Android 10 & below:
Go to Settings > Storage & USB Device (under the Device category), which will bring you to your Internal Storage.
In your Internal Storage page, scroll down until you see a folder labelled Android. Tap on the folder labelled Android.
In the folder labelled Android, locate the folder labelled com.journey.app. Tap on the folder labelled com.journey.app.
In the folder com.journey.app, locate the folder labelled Files and tap on it.
In the folder Files, locate a file titled log.txt.
Open Files app on iOS > On My iPhone/iPad > Journey > Retrieve JourneyLogs.txt.
Alternatively, plug the iPhone/iPad into the laptop > open iTunes > Find your device > File Sharing > Journey > Retrieve JourneyLogs.txt.
Go to C:\Users\<username>\AppData\Roaming\Journey Desktop\logFiles and retrieve sync.txt.
Go to /Users/<username>/Library/Application Support/Journey Desktop/logFiles and retrieve sync.txt.
Open the Finder app on your Mac, click on "Go" in the menu bar, then select "Go to Folder…"
Type /Users/<username>/Library/Containers/com.journey.ios.app/Data. Replace <username> with your Mac's username. Retrieve JourneyLogs.txt.
Android
To retrieve sync error log file, please follow the steps provided below:
Android 11 & above:
Open Journey > Settings > Data & Cloud services.
Press Download Log.
Select a folder to save to and save the sync log.
In your internal storage, locate a file titled log.txt in the selected folder.
Android 10 & below:
Go to Settings > Storage & USB Device (under the Device category), which will bring you to your Internal Storage.
In your Internal Storage page, scroll down until you see a folder labelled Android. Tap on the folder labelled Android.
In the folder labelled Android, locate the folder labelled com.journey.app. Tap on the folder labelled com.journey.app.
In the folder com.journey.app, locate the folder labelled Files and tap on it.
In the folder Files, locate a file titled log.txt.
iOS
Open Files app on iOS > On My iPhone/iPad > Journey > Retrieve JourneyLogs.txt.
Alternatively, plug the iPhone/iPad into the laptop > open iTunes > Find your device > File Sharing > Journey > Retrieve JourneyLogs.txt.
Journey Desktop (Windows)
Go to C:\Users\<username>\AppData\Roaming\Journey Desktop\logFiles and retrieve sync.txt.
Journey Desktop (Mac)
Go to /Users/<username>/Library/Application Support/Journey Desktop/logFiles and retrieve sync.txt.
Mac Catalyst
Open the Finder app on your Mac, click on "Go" in the menu bar, then select "Go to Folder…"
Type /Users/<username>/Library/Containers/com.journey.ios.app/Data. Replace <username> with your Mac's username. Retrieve JourneyLogs.txt.
Updated on: 29/10/2024
Thank you!