Collect recorder logs for troubleshooting

Summary

When troubleshooting issues with Loom recorders, the logs are examined to identify relevant errors.

Below you will find instructions on how to send your logs to the Loom support team based on which recorder you are using.

This type of log helps the Loom Support team expedite the troubleshooting process.

Solution

Desktop App 

Please Note: Logs can only be submitted to an open ticket with Loom Support. Please get in touch with us first.

1. Open the Loom application

2. Click on the three little dots (...)

3. Click on Submit logs.

4. Enter the ID of your ticket with Loom Support (it will be in the format: LCS-#).

5. Click Submit.

6. The logs will be attached to your ticket with Loom Support for further review.

Chrome Extension

1. Attempt a couple of recordings until the issue presents itself. 

2. Then right-click on your pinned Loom icon.

3. Select Get Extension Logs (this will download immediately).

4. Attach and send the file in to our Support team.