Note: After obtaining the Log, please provide it to customer service along with the information below using the following template.
1. Computer configuration(Windows or Mac OS version /CPU model /GPU model /RAM size）
2. Scanner SN code (Used to trace the issue)
3. Invoice/order screenshot (order number required)
4. Problem detail description
5. Fault Picture/video (Very important)
¶ How to upload Log?
¶ 1. Windows/Mac
¶ Condition 1: if the software reports an error immediately
If the software quits unexpectedly for an unknown reason, a crash dialog will appear when you restart the software. The dialog will ask whether you want to upload the log to CrealityScan. Please click OK, and the log will be uploaded automatically through the software.
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¶ Condition 2: The software does not report an error immediately
If the software does not crash on the spot, or if you click "OK" to upload the log but receive a message saying "Log upload failed", please locate the log files manually on your computer using the guide below.
¶ Quick log access (Windows ≥ 4.1.3.7, macOS ≥ 4.1.4.10)
Starting from software version 4.1.3.7 for Windows and version 4.1.3.10 for Mac, you can quickly locate the log folder from within the software:
- Click the Settings button in the upper‑right corner of the home page.
- Select "Help & Tools". Click the button next to "View Logs" – this will open the log folder directly.
¶ Identify the correct log folder
Find the log folder that matches the date and time of the issue. Usually the folder with the most recent date is the one you need. Naming rule: The folder is named with 14 digits: (year, month, day, hour, minute, second).
- Example: A folder named
20260430171716means the log was generated on April 30, 2026, at 5:17:16 PM.
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¶ Compress the folder
Right‑click on the folder and choose Send to → Compressed (zipped) folder.
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¶ Send the compressed file
Send the .zip file (e.g., 20260430171716.zip) to customer service(cs@creality.com) when reporting an issue.
¶ (1) Log path on Windows
For software versions earlier than 4.1.3.7: Right‑click the CrealityScan shortcut → select Open file location → open the logs folder → find the most recent log files.
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The logs folder may contain many subfolders. Refer to the guide above to locate the correct one(or the most recent log file). Compress it and send it to the customer service.
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¶ (2) Log path on macOS
For versions 4.1.4.10 and later: Use the in‑software “View Logs” button as described above.
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Find the log folder that matches the date and time of the issue. Usually the folder with the most recent date is the one you need. The folder is named with 14 digits: year, month, day, hour, minute, second.
Example: 20260506134957 → generated on May 6, 2026, at 1:49:57 PM. Compress the entire log folder and send it.
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For versions earlier than 4.1.4.10: Navigate to Go → Document → CrealityScan and locate the following files generated around the time of the issue: scan_log, ScannerStreamSDK.log, alog.txt
¶ 2. IOS & Android
¶ Method 1: Locate log files in local storage
- iPhone log path: Files → Browse on my iPhone → Creality Scan → logs
- Android log path:
/storage/emulated/0/Android/data/com.creality.crealityscan/files/Logs - Due to differences in Android system versions and system security restrictions, users may not be able to directly access this path on the phone. It is recommended to connect the phone to a computer using a USB cable. Then enable "Use USB for transferring files" to export the project file. (the exact feature may vary depending on the phone model).
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- On your computer, open the phone’s storage, navigate to the path above, locate the corresponding log files, compress them, and send them to customer support.
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¶ Method 2: Send logs via the app
Open the CrealityScan app, go to Settings → Feedback, fill in the issue description and your email address, check Send log, then tap Send to upload the logs.
Note: After notifying customer support that the logs have been sent, please also provide the product SN so we can match the logs accordingly.
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¶ 3. All-in-one device(P1)
¶ Sermoon P1
（1）Windows Log path
1. Connect the P1 to the computer via a USB cable. When a pop‑up appears on the P1 screen, tap Data Sharing, then tap Confirm.
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2. Open File Explorer on your computer and click This PC. You will see a device named “Sermoon P1”.
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3. Locate the logd folder as shown in the image, then compress the folder.
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4. Next, open the CrealityScanAIO folder, find the Logs folder as shown, compress the entire Logs folder. Send both the compressed logd and Logs files to customer support.
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（2）Mac Log path
It is necessary to download the tool to assist in capturing the log.：https://openmtp.ganeshrvel.com/
1. After opening OpenMTP, click the “plug” icon, then select Kalam Mode.
2. Connect the P1 to the computer via a USB cable. When a pop‑up appears on the P1 screen, tap Data Sharing, then tap Confirm.
3. Locate the logd folder as shown, drag it to the left panel on the screen, then compress the folder.
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4. Open the CrealityScan AIO folder.
5. Find the logs folder as shown, drag it to the left panel, then compress the folder.
6. Send both the compressed logd and logs files to customer support.