Contact Support & Share Logs

If you've tried the troubleshooting steps in our guides and still need help, our support team is here for you.

Table of Contents

• Before Contacting Support
• How to Access Your Logs
  • Option 1: From the App
  • Option 2: Manual Path (if app won't open)
  • Log Files
• Contact Support

Before Contacting Support

Try these common fixes first:

1. Restart the app - Fully quit from the system tray (right-click tray icon → Quit), then reopen
2. Check your internet connection - The app needs internet to sync with your email provider
3. Re-authenticate your email - Go to Manage Accounts → select account → click Re-authenticate
4. Check your printer - Make sure it's turned on, connected, and has paper

How to Access Your Logs

Logs help our support team diagnose issues quickly. Here's how to find them:

Option 1: From the App

1. Click the info icon (ⓘ) in the bottom-left corner of the sidebar
2. In the tooltip that appears, click Open logs folder

Option 2: Manual Path (if app won't open)

Windows:

1. Press Win + R to open the Run dialog
2. Paste this path and press Enter:

   %APPDATA%\AutoPrintEmail\logs
   

   %APPDATA%\AutoPrintEmail\logs
   

Mac:

1. Open Finder
2. Press Cmd + Shift + G to open "Go to Folder"
3. Paste this path and press Enter:

   ~/Library/Logs/AutoPrintEmail
   

   ~/Library/Logs/AutoPrintEmail
   

Log Files

You'll see files like:

• main.log - Current log file
• main.old.log - The previous log file

main.log has a size limit. When it fills up it is renamed to main.old.log and a fresh main.log is started, so the file you want is often the older one. A busy print machine can roll over in a single day, and if it rolled over since the problem happened, main.log will contain nothing but the last few minutes.

Contact Support

Email us at support@autoprint.email with:

1. A description of the issue - What's happening? What did you expect to happen?
2. Steps to reproduce - What were you doing when the issue occurred?
3. Your log files attached - Attach both main.log and main.old.log. Please send both even if one looks small or old: rotation means the interesting part is frequently in main.old.log, and sending only main.log is the most common reason we have to come back and ask again.

We typically respond within 24 hours on business days.

Tip: The more details you provide, the faster we can help!