If you are using the JamKazam app and run into a bug that annoys you - for example, the app crashes or freezes, or you get unexpectedly dropped from a session, or some other error occurs - there is something easy and specific you can do to help us find and fix the bug. The problem is that to fix a bug, we have to be able to reproduce the bug and then look at data from the app when the bug happens - but we often cannot reproduce your bug because each user's system is different in numerous ways, unique like a snowflake.
If you run into a bug, please stop what you're doing for a minute and send us a "log file" along with an explanation of what you were doing and what went wrong. Below are instructions to send us a log file on Mac. If you're on Windows, please scroll down further to see instructions for Windows users.
How to Send a Log File to JamKazam Support on a Mac
First, click the "Manage" menu command. On a Mac, this is at the top left of your Mac screen. When the Manage menu opens, move your mouse over the Support option, and then click Log in the submenu (see screenshot below).
When you click the Log command, you will see an email open automatically on your computer, addressed to our support team, with information on where to find the log file we need to get better visibility into your problem (see screenshot below). Note that we cannot attach the log file ourselves due to security policies in the operating system.
Click the button in your email app to attach a file, and then navigate to the folder where the log file is saved. To do this, look in the left, gray column of the file attach window under the Locations header, and click the Macintosh HD option. Then double click the Users folder, then double click the folder with your name under Users. In this folder, you will see a file called "JamKazamSupport_i.log". Attach this file to the email.
Next, please add a note in the body of the email to: 1) tell us as much as you can about what you were doing or trying to do before things went wrong, and 2) what exactly went wrong, again with good detail, so that we have as much helpful context as you can give us to understand what happened. We need this information in addition to the log file to help us interpret the data in the log file to identify and solve the problem. For example, you might write something like: "I was in a private session with three friends I play regularly with. I had been in the session for about 45 minutes, and everything was fine. Then I tried to adjust the volume of one of the other musicians up in my personal mix to make them louder, and when I pulled on the control to adjust volume, I got booted out of the session. The app did not crash, but I did get dropped from the session."
Finally, click the button to send the email to us with your explanation and the log file. This will go to our support team, and our developers can then use all of this data to have a much better chance of finding and fixing the bug that is troubling you.
How to Send a Log File to JamKazam Support on Windows
First, click the "Manage" menu command. On Windows, this is at the top left of the JamKazam app window. When the Manage menu opens, move your mouse over the Support option, and then click Log in the submenu (see screenshot below).
When you click the Log command, you will see a Notepad window open with the log file data in it (see screenshot below).
Click the File command at the top left of the Notepad window to open the menu (see screenshot below).
Click the Save As... command in this menu, and then save this file somewhere on your computer you can easily find it.
Next, use your email app to create a new email addressed to us at support@jamkazam.com. Enter the subject line "bug report and log file". Attach the log file you just saved to this email.
Next, please add a note in the body of the email to: 1) tell us as much as you can about what you were doing or trying to do before things went wrong, and 2) what exactly went wrong, again with good detail, so that we have as much helpful context as you can give us to understand what happened. We need this information in addition to the log file to help us interpret the data in the log file to identify and solve the problem. For example, you might write something like: "I was in a private session with three friends I play regularly with. I had been in the session for about 45 minutes, and everything was fine. Then I tried to adjust the volume of one of the other musicians up in my personal mix to make them louder, and when I pulled on the control to adjust volume, I got booted out of the session. The app did not crash, but I did get dropped from the session."
Finally, click the button to send the email to us with your explanation and the log file. This will go to our support team, and our developers can then use all of this data to have a much better chance of finding and fixing the bug that is troubling you.