In this guide
Agree what is neededInspect a copy before sendingPreserve useful structureUse the intended recipient and caseLogs can help explain when an error occurred, but they may also contain full requests, connection addresses and account values. Start with the smallest excerpt that answers the support question. A request for diagnostics is not a reason to send every file from a device.
Agree what is needed
Ask the developer or support contact which log and time window are relevant. Record the app version, device model and observation time separately so the excerpt has context. Use the player’s documented export process; do not install an unknown diagnostic app or enable unrestricted remote access simply because a message asks for it.
Inspect a copy before sending
Search the selected copy for your username, password, complete connection link, tokens, email address and payment information. Remove unrelated account records and requests. OWASP’s logging guidance identifies credentials and access tokens as data that should not be recorded openly. If you cannot inspect the format, tell support and ask for a narrower evidence method.
Preserve useful structure
Keep error codes, sequence and timestamps where they help the case. Replace sensitive values consistently with clear placeholders such as “[account value removed].” Do not silently change the error wording or remove every surrounding line, since support then cannot interpret the sequence.
| Keep when relevant | Remove or protect |
|---|---|
| Error code and timestamp | Authentication value |
| App version | Complete account URL |
| Short event sequence | Unrelated customer or payment data |
Use the intended recipient and case
Send the reviewed copy through the agreed private channel with a case reference. Avoid public paste sites and shared folders with broad access. Keep a note of what you shared and why. If a raw log was sent accidentally, identify the potential disclosure and ask the responsible service about invalidating affected access rather than assuming the log’s deletion has resolved it.
Questions about this guide
Should I delete every number from a log?
No. Numbers can be useful error codes or timestamps, but they can also be account identifiers or tokens. Review their role in context. If you are unsure, ask support whether a particular field is necessary and offer a redacted sample rather than sending the full raw log.