This article explains how to contact us if the MileWiz app for Android or iOS is not working as expected. Performing the steps included in this article before contacting us will make the support process significantly faster and easier.
Step 1: Check the version number and check for available updates
Launch MileWiz then go to the sidebar and choose Settings. From there choose About & Help. There you’ll see the MileWiz version and build number. Please note them down.
Next, launch the App Store / Google Play application on your device and visit the Updates section to check if there are any outstanding app updates – if yes, check if any are for MileWiz application. If so, please install the update and check if your issue persists.
If that doesn’t help, please move to step 2.
Step 2: Check the FAQ and guides page
In the same Settings -> About & Help section you can find various icons below the application icon. If you tap on the light bulb icon you’ll access the help guides available on our website. One of the articles available there might answer your question or help you with the issue you’re having.
If this doesn’t help, please move to step 3.
Step 3: Enable debugging logs
If the issue you’ll be contacting us about is not a simple question or query but instead concerns issues such as crashing, invalid trip recognition and others, we might need to see the debugging logs that can be created from the application. To enable them, please go to Settings -> About & Help then quickly tap 10 times on the MileWiz application name below the icon. It’ll seem as if nothing happened but if you go back to the sidebar, you’ll notice new Debug option there. If you don’t see it, go back to Settings -> About & Help then tap precisely on the application name under the icon. Try tapping 10 times within 5 seconds.
The menu will be available until you completely quit MileWiz and start it again.
To enable logs, enter this menu then put a tick on Enable logs option. Once this is done, perform the action that causes the issue you wanted to contact us about (make a drive, tap on a button that caused the application to crash, etc).
Once you have reproduced the issue, please close MileWiz and connect your mobile to your laptop. Launch iTunes (if you are using MileWiz for iOS. If you are using the Android version use a file browser to find the log) and inside it navigate to your device -> Applications. Scroll to the bottom and locate MileWiz on the list. Click on it and look for file called this way:
Logs-2016-09-08 12/30/58 +0000.txt
The numbers naturally can be different as they represent the log creation date and time. Select this file then click on Download… and save the file on your Desktop. Make sure to attach this file when contacting us.
Step 4: Contacting us
Please e-mail us at [email protected] with:
- short description of the issue
- when is it happening
- your MileWiz syncing e-mail
- version number of MileWiz on your device
- debug logs if you have made them
We’ll be in touch soon after you send the e-mail. The more information you attach in your first message (logs are especially useful), the faster we can reply with a solution.