Providing detailed information helps us understand and resolve your issue more quickly. When contacting Airtime Support, please include as many of the following details as possible.
1. Describe the problem
The best way for us to understand the issue is to see it happening. Please include:
- A brief summary of what’s happening
- The exact steps that lead to the problem
- Screenshots or screen recordings showing the behavior (these are extremely helpful)
- If the issue involves a recording, please include a link to the recording in your support request.
- Logs from Airtime (when requested)
- Windows:
- In Airtime, click the ☰ menu in the top left of the app.
- In the drop-down menu, click Help > Save logs to file.
- Choose a location to save the file called airtime_logs.tar.
- Attach this compressed file to your response.
- Mac:
- Select Help > Export Log Files from the menu bar.
- Choose where you would like to save the log files. There will be a .zip file with the name beginning with AirtimeLogs.
- Attach the zip file to your response.
- Windows:
2. Answer a few questions to help us diagnose faster
To narrow down the cause, please also let us know:
- If you’re using any external devices (e.g. camera or microphone). Try using an internal or different device to see if the problem persists.
- If the issue happens only in an application (e.g. Zoom), check whether it also occurs in FaceTime, your browser, or other apps.
- If the issue is related to network connection, see if the issue changes when using a different network (for example, outside your corporate network or without VPN).
Still need help? Submit a support ticket or email us at help@airtime.com.