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Retrieving log files

If Direct Mail is behaving in an unexpected way, our support team may direct you to retrieve log files from your Mac. These log files can help our team better understand what is happening on your computer and can (hopefully) lead to a faster resolution of the problem. Here's how to retrieve log files from your Mac. These instructions are for macOS Sierra 10.12 or newer:

  1. Open the Console application (in the Applications > Utilities folder on your Mac)
  2. If the sidebar on the left is hidden, choose View > Show Sources from the menu bar at the top of the screen
  3. Select the name of your computer under the "Devices" section in the sidebar on the left
  4. Click the All Messages buttonsierra-console-863w.png
  5. If the "Activites" button in the toolbar is highlighted blue, click to turn it off
  6. Switch back to Direct Mail and try to trigger the issue that you were experiencing. This will hopefully result in some information being outputted to the Console window. If our support team gave you instructions to perform while logging was turned on, this is the time to perform those instructions.
  7. Switch back to the Console app
  8. Choose Edit > Select All from the menu bar at the top of your screen
  9. Choose Edit > Copy from the menu bar at the top of your screen
  10. Paste the content into a return email back to us.

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