Sharing diagnostic logs with support

When support needs to see a problem as it happens, you can let Storage Studio send them its own logs for a while. It's off by default, it only starts after you've read and agreed to exactly what is sent, it turns itself off after 24 hours, and you can delete what was sent at any time. You'll find it in Settings… → Notifications.

Turning it on

%% caption: Turning diagnostic sharing on and off
flowchart TD
  A[Settings, then Notifications] --> B[Switch on Share diagnostic logs]
  B --> C[Read what is and isn't sent]
  C --> D{Tick I agree and click Turn on?}
  D -->|No, Cancel| E[Sharing stays off]
  D -->|Yes| F[New log lines are sent every few minutes]
  F --> G{Turned off, or 24 hours passed?}
  G -->|Yes| H[Sharing stops. Logs are deleted after the stated time]

1. Open Settings… → Notifications.
2. Switch on Share diagnostic logs with Storage Studio support.
3. A sheet explains, under clear headings, What is sent, What is never sent, Why, Who can see it, How long and It's your choice. It also shows how long logs are kept — Storage Studio checks this with our servers before you can agree, so the number you see is the real one.
4. Tick I've read this and agree to send diagnostic logs and click Turn on. Cancel leaves sharing off.

While it's on, the page shows Live — sending every 2 minutes and when it turns off, plus when logs were last sent. Send now sends straight away. We email you when sharing turns on and when it turns off.

What is sent, and what never is

Sent: new lines from Storage Studio's own logs (more detailed than usual while sharing is on), your Storage Studio settings, records of moves, transfers, background jobs and storage history — including the names and paths of the files and folders involved — your Mac's name and model, its macOS and Storage Studio versions, the names of your paired devices and the network addresses used to reach them, and whether you're on a trial or a licence.

Never sent: the contents of your files, passwords, keys or tokens, the encrypted stores where the app keeps sign-ins, your clipboard or anything in the Junk Yard.

Before anything leaves your Mac, email addresses are removed from the logs entirely, and passwords, tokens and other secret-looking values are masked.

Turning it off and deleting what was sent

• Switch it off and choose Turn off, or Turn off and delete what was sent.
• Delete uploaded logs removes everything this Mac has sent, straight away.
• Otherwise everything sent is deleted automatically after the time shown when you agreed, and sharing switches itself off after 24 hours.

Settings… → Consent & Legal shows a summary: whether sharing is on, when you agreed and when it ends.

When support asks for your Application ID and PIN

Further down the Notifications page is a second, older route support may use. It shows your Application ID and an 8-digit PIN, with Copy and Copy PIN buttons. Support needs both before they can enable uploads from your Mac. When they do, the page asks you to confirm Log Push mode is ready to turn ON; nothing leaves your Mac until you click Push debug logs, and Switch OFF ends it. If you think your PIN has gone to the wrong person, Rotate it — the old one stops working at once.

See also: Getting help: Contact Support and My Support, What leaves your Mac, and when, Legal documents and your consent choices.