Troubleshooting with the diagnostics zip
When something is not working, a diagnostics zip gives support the technical detail to find the cause fast, without ever touching what is said in your sessions.
When to use it
Reach for a diagnostics zip when something misbehaves and is hard to describe: capture not starting, a model not loading, an update that will not apply, or an error you cannot pin down. Support will often ask for one so they can see exactly what your setup did.
What is in it, and what is not
The zip contains technical information only: your app version, operating system and hardware details, settings, and recent error logs. It deliberately leaves out the content of your sessions. Your meeting audio, transcripts, notes, and question bank are never included, in keeping with how the rest of SideSense treats your data.
Generate and send it
Open Settings and use the export-diagnostics option to save the zip to your machine. Then email it to hello@sidesense.app with a short note: what you were doing, what you expected, and what happened instead. If you would rather not use email, start from the feedback page and we will follow up.
Questions, answered.
Does the diagnostics zip contain my conversations?
No. It holds technical logs and configuration only: app version, device and setup details, and error logs. It does not include your meeting audio, transcripts, notes, or question bank.
Where is the zip saved?
SideSense saves it to a location on your machine that you choose, so you can review it before sending. Nothing is uploaded automatically.
How do I send it to support?
Email it to hello@sidesense.app with a short description of what went wrong and what you were doing at the time. That context plus the logs is usually enough to pinpoint the issue.
Stuck? Send us the details.
A diagnostics zip plus a sentence of context is usually all we need.