Support and diagnostics

Write from the app

If you're signed in (Settings → Account), write right from the Support screen, in the Write to us block:

1. Choose what the message is about: Something does not work, Idea, Question or Complaint.
2. Describe what happened and what you expected.
3. Keep the Attach the diagnostics report… checkbox if it's about an error: the diagnostics report shown on this screen and the latest part of the sync log are attached to the message. They contain no email, chat titles or content.
4. Click Send.

The answer arrives by email. All your messages and replies are on the site, under the My messages and replies button. You can write after the beta ends too. Screenshots are attached on the site, in the same section.

How to send a diagnostics file by email

If you're not signed in, send files by email to support@mindduck.app.

1. Open Support.
2. Click Save diagnostics file and choose where to save the file.
3. Click Write to support. An email opens with a template: what happened and what you expected. If your mail program didn't open, write to the address shown on the screen.
4. Attach the saved file and, if possible, a screenshot.

Nothing leaves the Support screen without the Send button: you save the file and decide yourself whether to attach it.

What's in the diagnostics file

The report is shown on screen in full before you save it. It has the versions of the app and its components, the platform and file sizes. It contains no chats, documents or search queries.

Sync log

For questions about sync and search, also save the Sync log (beta) with the Save sync log button and attach it to the email.

The log has: sync steps, counters, times, the types of files MindDuck keeps in Google Drive, random device identifiers and network errors. It never has: your email, chat and document titles, messages, search queries or other personal data.

What not to send

There's no need to send your conversations or your backup file: that's your personal data.