StoryFolder Help

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Send us your logs ​

When something goes wrong, the StoryFolder log files are the fastest way for support to figure out what happened. Sending them takes about a minute.

How do I send my logs? ​

Option 1 — From inside the app (easiest) ​

  1. Open StoryFolder.
  2. Click the Help menu (top of the screen on Mac, top of the window on Windows).
  3. Pick Upload logs to support.
  4. Confirm. A short progress indicator runs and the logs are sent.
  5. Email [email protected] describing what happened. Include the email address on your StoryFolder account so we can match the logs.

This is the recommended path — it includes the right files and avoids you having to attach anything manually.

Option 2 — Reveal the logs folder yourself ​

If the in-app upload doesn't work:

  1. Open StoryFolder.
  2. Click the Help menu → Open logs folder.
  3. The folder opens in Finder / File Explorer.
  4. Zip the folder.
  5. Email the zip to [email protected].

Option 3 — Find logs manually ​

If you can't open StoryFolder at all:

  • macOS: ~/Library/Logs/StoryFolder
  • Windows: %APPDATA%\StoryFolder\logs

Zip the folder and email it to us.

What's in the logs? ​

The log files contain:

  • App version, OS version, locale.
  • A timeline of recent actions and any errors.
  • Which requests to StoryFolder's servers succeeded or failed.

They do not contain:

  • Your passwords.
  • The contents of your videos.
  • The full text of your notes.

We treat logs as confidential and only use them to diagnose your issue.

How can I clear the logs? ​

In Help → Reset logs the app clears out old log files. This is useful if you'd like to capture a fresh log of a reproducible issue:

  1. Click Help → Reset logs.
  2. Reproduce the issue.
  3. Upload the new logs.

A fresh, focused log is easier for us to diagnose than a sprawling one.

What information should I include in my email? ​

When you send logs, please also tell us:

  • The email address on your StoryFolder account.
  • A short description of what you were trying to do.
  • What went wrong (an error message, a screenshot, the symptom).
  • The time the issue happened, if recent.

The more context, the faster we can help.