Troubleshooting
Logs and reports to support
Where to find BoothX logs, what they contain, and how to send us a useful report.
When a problem won't go away, BoothX logs help us understand what happened. They are saved automatically on the computer.
Where are the logs?
In the logs subfolder of the BoothX data folder:
| System | Folder |
|---|---|
| Windows | %APPDATA%\boothx\logs |
| macOS | ~/Library/Application Support/boothx/logs |
| Linux | ~/.local/share/boothx/logs |
On Windows, paste %APPDATA%\boothx\logs into the File Explorer address bar. On macOS, in the Finder, use Go › Go to Folder… (⌘⇧G).
What they contain
boothx-YYYY-MM-DD.log: one file per day, with what the app did (startup, detected hardware, errors). Files older than 14 days are deleted automatically.crash-….log: a report written if BoothX stopped abruptly.
Logs are text files: they don't contain your photos. They may contain event, booth or hardware names; review them before sending if you have any doubt.
Make a good report
Before writing to us, note down:
- What you were doing: “I was launching the event”, “A guest had just touched the screen”.
- What happened: the exact message shown (a photo of the screen taken with your phone is perfect).
- When: the date and approximate time, so we can find the right part of the log.
- The hardware: camera model, printer model, computer's operating system.
- The BoothX version: account menu › About BoothX.
- Does the problem happen again? Always, sometimes, only once.
Attach the log for the day in question (and the crash file if there is one).
Contact us
- From the app: account menu › Need help.
- On the web: the Contact page of this help center.
- From the web panel: booth page › Report a problem: the request is pre-filled with the booth's status (version, hardware, alerts). All that's left is to describe the problem and attach the log.
You then follow your request in the Support section of the web panel.
Before writing to us: steps that fix many problems
- Relaunch BoothX (Settings, at the bottom of the page) or restart the computer.
- Unplug and replug the camera and the printer, directly into the computer.
- Check that no other program is using the camera.
- Update BoothX (see boothx.org/updates) and the graphics card driver.
Repeated crashes
Turn on Auto-recovery (Settings › Power): BoothX will be relaunched automatically after a crash, at most once every 30 minutes. Then send us the crash files so we can fix the cause.