Send us a crash report
On rare occasions your Rakuten Viber app might crash.
When this happens we’ll ask you to send us a crash report which will help us understand what went wrong and fix the problem.
IMPORTANT
The crash report will not contain any personal data or the content of your messages.
iOS crash report
To find and save a crash report on your iPhone:
- Open Settings on your iPhone
- Tap Privacy
- Tap Analytics & Improvements (bottom of the screen)
- Tap Analytics Data
- Select the latest Rakuten Viber crash report e.g.Viber-2021-01-01-113013.ips
- The date of the crash will be in the file name
- Tap on the Share button (top of the screen)
- Tap Save to Files
- Tap On my iPhone
- Tap Save (top of the screen)
- Go to the Rakuten Viber Contact us page
- Fill in your details
- Under Description make sure to include details about when Rakuten Viber crashes for you i.e. what triggers the crash
- Tap Attach a file* to attach a screen recording if you are able to reproduce the crash
- Tap Submit ticket
*You will not be able to attach the crash report. Once you submit the ticket, our agents will reply with instructions on how to send us the crash report.
Mac crash report
A crash report will automatically be available if Rakuten Viber crashes on your Mac.
You will receive a notification that a crash has occurred and the option to view the crash report:
- Click Report
- Copy and paste the report into a word processing program such as Google Docs
- Download and save the file in.txt format (formats such as .doc and .pdf will not be accepted)
- Attach the file when you contact us
If you didn’t open the report straight away, you will need to find it manually:
- Open Finder on your Mac
- Open the Applications folder
- Click on Utilities
- Click on Console
- Select Crash Reports/System Reports (on the side, under Reports)
- Click on the latest Rakuten Viber crash report e.g.Viber-2021-01-01-113013.crash
- Look for a file with.crash at the end
- Copy and paste the report into a word processing program such as Google Docs
- Make sure the text mentions Rakuten Viber
8. Download and save the file in.txt format (formats such as .doc and .pdf will not be accepted)
If you already have an open Support ticket for your issue, please attach the crash report in your reply to us; otherwise, attach the report when you contact us.
Please also send us a video of the issue if you can reproduce it.
Windows crash report
To send a Windows* crash report:
- Click on the Search bar on your desktop
- Type in Event
- Click on the Windows Start button first, if you don’t have the search bar pinned to your taskbar
- Select Event Viewer/View Event Logs
- Select Windows Logs
- Double click on Application
- Select the latest event with Error written in the Level column and Application Error in the Source column
- Copy the text under the General tab (underneath the Applications window)
- Make sure the text mentions Rakuten Viber
- Paste it into a word processing program such as Notepad or Google Docs
- Save the file in.txt format (formats such as .doc and .pdf will not be accepted)
If you already have an open Support ticket for your issue, please attach the crash report in your reply to us; otherwise, attach the report when you contact us.
Please also send us a video of the issue if you can reproduce it.
*This information is applicable for Windows 7, 8, 10, and 11 users only.