How to Get Help with Our Apps

In software as in life, things unexpectedly go wrong. Sometimes you can resolve things alone and sometimes you need help. For those times when you need assistance with our applications, here’s how to get help.

The initial place to look is the Troubleshooting section of the built-in documentation for the application. In fact, many inquiries can be answered with the documentation we’ve provided. However, if this doesn’t help you resolve the issue, you can open a support ticket with us.

If the application you’re reporting about is not crashing on startup, try these options:

• In DEVONthink, DEVONagent, and DEVONsphere Express, hold the Option key and select Help > Report Bug. In DEVONsphere, the Help menu can be accessed via the action button (gear icon).
• On the home screen of DEVONthink To Go, choose ? > Contact Us.

These options will create a draft email with information and logs for our inspection. The email will have our support email address filled in so you can just send it when it’s ready. This will create a new ticket in our support system.

If the application is crashing on startup, you obviously can’t use the previous mechanisms. In that case, you can locate logs and attach them when you start a ticket at DEVONtechnologies Support.

• In the ~/Library/Application Support directory, you’ll find folders for DEVONthink 3, DEVONagent, and DEVONsphere Express. Send us the Console.log found in the appropriate directory. If you’re reporting a sync issue with DEVONthink, also include the DEVONthink 3/Cloudy/Sync.log file.
• For crashes on macOS, check the ~/Library/Logs/DiagnosticReports directory for crash files. The files will have the application name at the beginning and the date at the end. Send us the most recent report.
• For crashes in iOS, you can connect the iOS device to your Mac and sync it through iTunes (or the Finder in macOS Catalina or later). The reports will be found in ~/Library/Logs/CrashReporter/MobileDevice. If you are iOS only, you can go into iOS’ Settings > Privacy > Analytics & Improvements > Analytics Data and look for DEVONthink (…).ips files.

Make sure to describe the reason for the report, including what occurred and what you were doing at the time of the event. When we receive tickets with very sparse descriptions, we have to inquire for more details. Just as it is with going to the doctor, the more specific the details about the problem, the better we are able to assess and help you. Screen captures can also be helpful, but please leave them full size and uncropped.

Lastly, the industry standard turnaround for software support is 48 business hours. We are known for providing faster service than that. We take support as seriously as development. That being said, patience and understanding is always appreciated.