How can I send a crash log from my iPhone or iPad?

Why have you asked me for a crash report?

If the app crashes on your iPhone or iPad, the next time you open it you should see a prompt asking if you want to send us a crash report. Selecting YesÌýsends information about the crash you’ve experienced directly to the iPlayer mobile team so we can investigate. This could help usÌýfix crashing problems quicker.

(You mightÌýnot get the crash report option if the app crashes repeatedly every time you try to open it, as the app may be crashing before this option is presented.)


Where can I find crash reports on my device?

Follow these steps on iOS 15.5Ìýand above:ÌýSettings > Privacy >Ìý´¡²Ô²¹±ô²â³Ù¾±³¦²õ > Analytics Data

Â鶹Éç iPlayer specific crash reports will start with the app name, like this:ÌýÂ鶹ÉçiPlayer-AppStore-YYYY-MM-DD-XXXXXX.ips

TapÌýthe name of the crash report to open the report.


How do I send a crash report to you?

  1. Open the crash report
  2. Copy the entire body of the report from top to bottom
  3. Select the Share option and tap the email option
  4. Send the email to iplayer@bbc.co.ukÌý(please type ‘Crash Log’ in the subject field)

We’ll send a confirmation email to confirm we’ve received your crash report.

Crash reports help us fix crashing problems quicker, so thank you very much for sharing. In most cases we’ll only be able to deploy a fix in a future app release, so please keep the app updated.

In the meantime, try deleting and reinstalling the app. ThisÌýwill clear all the app data. Please be aware that this will also remove any programmes you've downloaded, so you'll need to download these again.

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