In this guide
When an app crashes, the tester usually sees only that it closed. You need more: what the phone recorded at that moment. This page gives you wording you can send to non-technical testers. Menu names change between system versions and phone brands (Android's Developer options page notes that the screen may be located or named differently on some devices), so test the steps on your own device before you send them.
Start with what you can get without the tester
Before you ask anyone to do anything technical:
- Your crash dashboard. If your app has a crash-reporting tool or the store console shows crash reports for your test build, check there first. Match the time the tester gave you.
- Your own logging. If the app logs errors to your server, search for the tester's session.
- A good description. Often steps plus model and system version are enough. See cannot reproduce a tester's bug.
What to ask for
Whatever the platform, ask for these, in this order:
- Phone model and system version.
- App version or build number.
- What they did just before the crash, and the approximate time.
- A screen recording or screenshot, if they have one.
- The log or report file, only if the steps below are easy for them.
Android: steps for testers
Option A: bug report (no computer needed). 1. Turn on Developer options: open Settings, find Build number and tap it seven times until a message says you are now a developer. Android's page lists Settings > About phone > Build number on a Google Pixel and Settings > About phone > Software information > Build number on Samsung Galaxy S8 and later; other phones differ. 2. Open Developer options, then tap "Take bug report". 3. Choose the type of report offered, confirm, wait for the notification that the report is ready, tap it and share the file with the developer.
The bug report contains system logs, including log messages from all apps on the phone, so it can hold sensitive information. Tell testers what is inside and let them decide whether to send it. Do not ask for more than you need.
Option B: you collect it with a cable. If the tester can connect the phone to a computer and you guide them, the command adb bugreport saves the same kind of report to the computer after the crash has been reproduced. This is for testers who are comfortable with it.
iOS: steps for testers
TestFlight builds. According to Apple's TestFlight overview, testers on TestFlight 2.3 or later (iOS, macOS, visionOS) can send feedback from the TestFlight app or by taking a screenshot in your beta app, and you see it under Feedback in App Store Connect; testers on tvOS or earlier versions email the feedback address you set. Ask testers to send feedback right after a crash, and check the build's metrics, including crashes, in App Store Connect.
Analytics data on the phone. 1. Open Settings and look for Analytics & Improvements (usually under Privacy & Security; names vary by iOS version, so search Settings for "Analytics" if you cannot find it). 2. Open Analytics Data and look for entries with the name of your app and the date of the crash. 3. Tap the entry, use the share button, and send it to you.
If the tester has analytics sharing turned off, entries may be missing. Do not pressure anyone to change this setting.
A message you can copy
Thanks for telling me about the crash. To find the cause, could you send: 1. Your phone model and system version 2. What you did just before, and roughly what time it was 3. If it's easy: (the steps for your phone, copied from above)
If the steps look complicated, skip step 3. The first two already help a lot. Thank you!
Handle logs with care
- Say what you will use the file for, and delete it after the fix.
- Ask testers to look for personal data before sending, if it is a large report.
- Keep logs out of public places. Feedback on AppReviewX is private between you and the tester.
After you have the log
Find the line that names the error and the part of your code. Group repeated crashes together and rank them; see how to read and prioritize crash reports.
Related
- Overview: App testing problems and fixes
- Bugs that only appear in one language or region
- App slow on a low-end phone
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