How to Use the Troubleshooting Log | Support

How to Use the Troubleshooting Log

Last updated: April 23, 2026 · Applies to: iPhone (iOS 16+)

Earn Your Ears has a built-in troubleshooting log that records what the app is doing behind the scenes — from GPS tracking to voice announcements to saving your runs. If something goes wrong, this log is the fastest way to help us figure out what happened and fix it.

One tap to send. You don't need to copy, screenshot, or email anything manually. Just tap Send to Support and the log is submitted directly to our team.

When to Use the Troubleshooting Log

Open and send the log whenever you experience any of these issues:

Your run or race didn't save — you tapped Save but got an error, or the run didn't appear in your history
GPS tracking stopped or showed wrong distance — distance was stuck at zero, jumped suddenly, or seemed way off
Voice announcements didn't work — no announcements played, or they repeated the same thing multiple times
The app froze or got stuck — splash screen hung, screens didn't load, or buttons stopped responding
Anything else that seemed wrong — if it felt like a bug, send the log. It helps even if you're not sure what happened.

Send the log as soon as possible after the issue. The log keeps the last 100 entries and persists even if you close the app. But the sooner you send it, the more relevant the data will be.

How to Send the Log

1 Open the Profile tab

Tap Profile in the bottom navigation bar (the person icon on the far right).

2 Tap Troubleshooting Log

Scroll down past your voice settings. You'll see a Troubleshooting Log button with a wrench icon. Tap it.

3 Review the log (optional)

A popup will show the most recent log entries. You don't need to read or understand them — they're diagnostic data for our team. But if you're curious, here's what the entries mean:

[AUTH] — App startup and sign-in events
[SPEAK] — Voice announcement was triggered
[DONE] — Voice announcement finished playing
[SAVE] — A run or race save was attempted
[AUDIO] — Audio session configuration
[ERROR] or [FAILED] — Something went wrong

4 Tap "Send to Support"

This sends the entire log directly to our team in one tap. You'll see a confirmation message when it's been submitted. No email, no screenshots, no copying — just one button.

5 Clear the log (optional)

After sending, the app will ask if you'd like to clear the log. Clearing it gives you a fresh start so the next time something happens, the log will only contain relevant entries. You can also keep the log if you prefer.

What the Log Looks Like

Here's an example of what you might see in the log. You don't need to understand any of this — it's included so you know what to expect when you open it.

A successful run save:

[AUTH 5:58:04 AM] authChange: TOKEN_REFRESHED session=yes [AUTH 5:58:04 AM] splash hidden on TOKEN_REFRESHED [SPEAK] Mile 2 complete. ... Pace, 10 minutes 15 seconds. [DONE] speech completed [SAVE 6:32:11 AM] race save (free run): 6.21 mi, 3842s, 1247 pts [SAVE 6:32:11 AM] success — logId: abc-123 [SAVE 6:32:12 AM] GPS points saved: 1247

A failed save:

[SAVE 6:32:11 AM] race save (free run): 6.21 mi, 3842s, 1247 pts [SAVE 6:32:56 AM] FAILED: Save is taking longer than expected. Check your connection and try again.

What Happens If a Save Fails

If your run or race doesn't save, here's what to do:

1 Don't close the app

Your run data is still in memory. The completion screen stays open so you can try saving again. If you close the app, the unsaved run data will be lost.

2 Check your internet connection

The most common cause of save failures is a weak or missing network connection — especially at Disney parks where cell service can be unreliable. Try switching between Wi-Fi and cellular, or move to an area with better signal.

3 Tap Save again

The save button stays active after a failure. Once you have a better connection, tap it again. The app prevents duplicate saves, so you won't accidentally create two entries.

4 Send the Troubleshooting Log

Even if the retry works, please send the log so we can investigate what caused the initial failure. Go to Profile > Troubleshooting Log > Send to Support.

Important: Do not force-close the app after a save failure. Your run data is still available on the completion screen. Force-closing will discard it permanently.

Troubleshooting Common Issues

The log says "No events logged yet"

This means the app hasn't recorded any events since it was installed or since the log was last cleared. Use the app normally — start a run, open different tabs — and events will begin appearing. If you just updated to the latest version, the log starts fresh.

"Send to Support" says it failed

This usually means you don't have an internet connection. Try again when you're connected to Wi-Fi or have cellular service. If it keeps failing, you can also take a screenshot of the log and email it to support@earnyourears.app.

I forgot to send the log right away — is it too late?

No. The log persists across app restarts and keeps the last 100 entries. Even if you close and reopen the app, the log entries from your previous session are still there. Send it whenever you remember — the data is still useful.

Will sending the log share any personal information?

The log contains technical data only — timestamps, event types, distances, and error messages. It does not include your location, GPS coordinates, personal information, or any content you've created in the app. It's linked to your account so we can follow up with you if needed.

Should I clear the log after sending it?

It's up to you. Clearing gives you a clean slate so the next issue is easier to isolate. But keeping it doesn't cause any problems — older entries are automatically removed when the log reaches 100 entries.

My run saved successfully but I want to report something else

You can send the log anytime, not just after a failure. If voice announcements sounded wrong, the app felt slow, or anything else seemed off, send the log. The more data we have, the better we can improve the app.

Still Need Help?

If the troubleshooting log doesn't resolve your issue, or if you'd prefer to talk to someone directly, reach out to us:

Email: support@earnyourears.app
Discord: discord.gg/B5ubwf8CX
Support ticket: support.earnyourears.app

When reaching out, mention that you've already sent the troubleshooting log so we can look it up on our end.

Email Support

support@earnyourears.app · We typically respond within 24 hours

How to use the Troubleshooting Log