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Mac

Obtaining troubleshooting logs and understanding the minimum system requirements for Mac operating system (OS) are both basic steps in troubleshooting issues.

Troubleshooting Logs

When softphone users encounter issues with the application, retrieve Session Initiation Protocol (SIP) logs or crash logs from their devices and send the files to the support team for troubleshooting purposes.

SIP Logs

SIP logs are generated by the softphone application. The logs contain communication details such as the application information, device information, network information, and error messages during calls or registration.

Enabling SIP Logging

SIP logging is not enabled by default. The softphone application collects troubleshooting logs once the logging function is enabled. To ensure that error details are recorded in the logs, users must enable this function before errors occur.

  1. Select > Controls.
  2. Enable Enable troubleshooting. The Troubleshooting option displays at the left navigation menu of the Settings window.

Retrieving SIP Logs

Softphone users can retrieve SIP logs (either the current SIP log or all available SIP logs, including logs from previous application runs) in the application only after enabling the SIP logging function.

Note

If users intend to reproduce an error and record its details in the log for troubleshooting, they must first enable the logging function. Refer to the Enabling SIP Logging section to turn on this function.

Note

Exporting all logs is recommended when issues occur intermittently or across multiple application sessions, as it provides additional historical data for troubleshooting.

  1. Select > Troubleshooting.
  2. Select one of the available Export options next to SIP Logs:
    • Export SIP log – exports the current SIP log as a text file.
    • Export all SIP logs – exports all available SIP logs, including logs from previous application runs, as a ZIP archive.
  3. Select the Export button next to the Export SIP log option.
  4. On the dialog box, change the file name or the location to save the file if needed.
    • The exported file is saved as a TXT file for a single log or a ZIP archive when exporting all logs.
  5. Select the Save button.
  6. Send the log text file to the support team.

Crash Logs

A crash log is generated by the softphone application when it crashes or encounters an error that causes it to shut down. The log contains the error details that are useful for diagnosing and debugging.

Retrieving Crash Logs

Softphone desktop application users can retrieve crash logs from their computers when they encounter an application shutdown, and send the files to the support team for investigation.

  1. On the user's computer, select Go from the top navigation menu, and then select Library from the drop-down menu.
  2. On the Library window, select Logs > DiagnosticReports.
  3. In DiagnosticReports, locate the crash log file that begins with the application name.
  4. Copy the crash log and send it to the support team.

Note

The crash log file is indicated as Analytics Report in the Kind column.

Turnkey Messaging Logs

Turnkey messaging logs record SIP logs and information about the messaging service process, including the message delivery status and any errors that occurred. The messaging logs are useful for troubleshooting issues specific to our Turnkey messaging solution.

Note

Acrobits Turnkey messaging solution is different from SIMPLE messaging and Fetch Messaging. If the softphone has issues with sending or receiving SIMPLE or Fetch instant messages, use the SIP log workflow at the top of this page.

Retrieving Turnkey Messaging Logs

Users must first enable the logging function before retrieving the messaging log file. Refer to the Enabling SIP Logging section to turn on this function.

  1. Select the Chat tab.
  2. Hover the cursor within the messaging pane, and then right-click.
  3. Select Share logs in the menu.
  4. On the dialog box, change the file name or the location to save the file if needed.
  5. Select the Save button.
  6. Send the log text file to the support team.

VoIP Test Bench

The VoIP Test Bench is a diagnostic tool available in the softphone desktop application that allows users to run a series of automated VoIP-related tests. These tests help identify common connectivity issues and configuration problems related to SIP registration, SIPIS server reachability, and push notification delivery.

The test results can be exported as a text file and shared with the support team for further analysis.

The VoIP Test Bench is especially useful when users experience issues with:

  • SIP or SIPIS server registration
  • Network connectivity affecting VoIP services
  • Push notifications not being delivered

Running VoIP Test Bench

Softphone desktop application users can run the VoIP Test Bench from the Troubleshooting section in Settings and review the outcome of each executed test.

  1. Select > Troubleshooting.
  2. Select the View button next to the VoIP Test Bench option.
  3. Select the Run tests button.
  4. Wait until all tests complete.
  5. Review the list of executed tests and their results.

Each test is marked as Passed or Failed to indicate its outcome.

Sharing VoIP Test Bench Logs

After running the tests, users can export the test results as a text file and share them with the support team for troubleshooting.

  1. Select the Share button in the VoIP Test Bench view.
  2. On the dialogue box, change the file name or the location to save the file if needed.
  3. Select the Save button.
  4. Send the exported TXT file to the support team.

The exported file contains a detailed log of all executed tests and their results, which helps identify potential connectivity or configuration issues.

Minimum System Requirements

To ensure the softphone application runs smoothly, user devices must meet certain minimum system requirements.

OS Versions

The devices should be running macOS 13 (Ventura) and onwards.