Export Logs for Support

Export and share support logs from Stellar AIO 4.0 on Windows and Mac.

Logs are diagnostic records that help Stellar support investigate errors.

In Stellar AIO 4.0, use Settings → Logs to export recent support logs as a ZIP file. You do not need to launch Stellar through Command Prompt for this workflow.

Export logs on Windows or Mac

1. Reproduce the issue once, if possible. Repeat the action that caused the error so it appears in the recent logs. Note the approximate time and any error message.
2. Open Settings → Logs. Look under Data & Maintenance in the Settings sidebar.
3. Click Export ZIP in the Export for Discord section. Stellar packages recent support logs into one compressed ZIP file and reveals it in File Explorer on Windows or Finder on Mac.
4. Attach the ZIP to your Discord support ticket. Open a Support Ticket through #open-ticket in the Stellar Discord server, or use your existing ticket. Drag the exported ZIP into the ticket and send it. Keep it as a ZIP; do not paste the log text.

What to include with your logs

A short explanation helps support know what to look for. Include:

• Whether you use Windows or Mac, and your Stellar version.
• The retailer and task mode, if the problem involves a task.
• What you were trying to do, what happened instead, and the exact error message.
• The approximate time the problem happened, including your time zone.
• A screenshot of the error if it helps explain the problem. Hide any private account or payment details.

Send the log ZIP in your support ticket rather than a public channel.

What does Open Folder do?

Open Folder opens the folder containing Stellar’s log files. These files use the encoded .slog format, so opening one directly will not show readable text. That is expected and does not mean the file is broken.

For the normal support process, use Export ZIP to package the recent logs. You do not need to open or decode individual files.

If you cannot export logs

If Stellar will not open, the export fails, or you cannot reproduce the problem, tell support what happened and provide the error message or a screenshot. Do not let a missing log file stop you from opening a ticket. Support can guide you through the next steps.

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