¶ 1. Able to upload Log
If the software reports an error immediately, a pop-up error dialog box will appear. Below the dialog box, it will prompt you to click "Upload Log". In this way, the log will be uploaded through the software. In this way, you have upload the log now, then, please contact customer service and provide the scanner's SN code to trace your issue.
¶ 2. Unable to upload Log
If the problem does not report an error when using the software, or if you failed to click "Upload Log", please download the log following the instructions below, provide it to customer service (cs@creality.com) according to the following template.
¶ 2.1 Computer configuration
Windows或Mac系统Windows or Mac OS version /CPU model /GPU model /RAM size
¶ 2.2 Scanner SN code
¶ 2.3 Invoice/order screenshot (order number required)
¶ 2.4 Problem detail description
¶ 2.5 Fault Picture/video 【 Very important 】
¶ 2.6 Provide Log
Windows log path is as follows
MacOS log path is as follows
From Finder->Document->CrealityScan, find the scan_log file with the latest date and time, ScannerStreamSDK.log and alog.txt
¶ 3. Smart phones Log upload
iPhone log path: File-Creality Scan-logs
Android log path: /storage/emulated/0/Android/data/com.creality.crealityscan/files/Logs