Note: After obtaining the Log, please follow the following template and provide the Log along with the following information to the customer service.
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
¶ 1. Condition 1: if the software reports an error immediately
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. Condition 2: If the software does not report an error when the issue occurs
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.
Note: Please select the log folder where the fault occurred（normally the newest one), compress it, and send it to the after-sales technical engineer.
Starting from version 4.1.3.10 for Mac and version 4.1.3.7 for Windows, the software now supports quick viewing of logs. By clicking the "Settings" button, selecting "Help&Tools", and then clicking the "View" button, you can easily locate the log folder with just one click.
(1) Log path in Windows
For Windows software version before 4.1.3.7, the log path is as follows
Right click on the software logo used for scanning->open file location->Log,compress the "log" file. Provide the entire logs folder, including scanlog and sdklog.
(2) Log path in Mac
For MacOS software version before 4.1.3.10, the log path is as follows
From Go->Document->CrealityScan, find the scan_log file with the latest date and time, ScannerStreamSDK.log and alog.txt
¶ 2. IOS & Android
iPhone log path: File-Creality Scan-logs
Android log path: /storage/emulated/0/Android/data/com.creality.crealityscan/files/Logs
¶ 3. All-in-one device(P1)
Sermoon P1
（1）Windows Log path
1. Connect P1 to the computer via the USB data cable, open the CrealityScan software on the computer, then click on the pop-up window "Data Sharing" that appears, and finally click the "OK" button. This computer will store the position of the P1 device.
2. Locate the folder where the log files are stored as shown in the figure, and then package all the log files in this folder.
（2）Mac Log path
It is necessary to download the tool to assist in capturing the log.：https://openmtp.ganeshrvel.com/
After opening OpenMTP, click on the icon with the "plug" pattern, and then select "Kalam Mode".
Open "CrealityScan AIO".
Enter "Logs".
Drag the latest log file to the left section of the page (if you're not sure which one is the latest date, you can select all of them).
