In some rare instances, you may run into an issue on the mobile application which will require you to send diagnostic data to our Support team.
This tool allows us to capture the data that's being stored locally on your device, so our Engineering team can debug using the information we're able to capture behind the scenes. The file we will need is called default.realm and depending on how much data is stored within your Canix mobile application it may be too big to email. To download diagnostic data, follow these steps:
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From the mobile application, navigate to the menu by selecting the banner with your Facility Name at the top of your screen.
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Select Send diagnostic data
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This will open your download / sharing menu on your phone. You can either upload the data file to Google Drive, Dropbox, or some another file-sharing application
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Depending on how you've saved the data, you can now share that file with Canix support by emailing help@canix.com or sharing via our 'Support' widget at the bottom right of the Canix Help Center.
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To share in the Support widget, once prompted by the bot select 'Get in touch'. You will then be prompted to choose how to get in touch, either by phone call or by leaving a message. Select 'Leave a Message' to be given a form where you will fill out your contact info, provide a brief description of the issue you're experiencing, and finally attach the default.realm file.
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