Submit a crash report
Overview
On rare occasions, your 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.
- For Android, please contact us for instructions
- The crash report will not contain any personal data or the content of your messages
iOS
- Open Settings on your iPhone
- Tap Privacy
- Tap Analytics & Improvements (bottom of the screen)
- Tap Analytics Data
- Select the latest Viber crash report (e.g.Viber-2021-01-01-113013.ips)*
- 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 Viber support page
- Fill in your details**
- Tap Submit ticket
*The date of the crash will be in the file name.
**Under Description, make sure to include details about when 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.
***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.
macOS
A crash report will automatically be available if 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 Viber crash report (e.g. Viber-2021-01-01-113013.crash)*
- 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)
*Look for a file with.crash at the end.
**Make sure the text mentions Rakuten Viber.
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.
We also encourage you to send us a video of the issue if you can reproduce it.
Windows
To send a Windows crash report:
- Click on the Search bar on your desktop
- Type in Event*
- 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)**
- 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)
*Click on the Windows Start button first, if you don’t have the search bar pinned to your taskbar.
**Make sure the text mentions Rakuten Viber.
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.
We also encourage you to send us a video of the issue if you can reproduce it.