How to find the NordPass application and extension logs

Introduction

This guide will explain how to find the NordPass application logs on various operating systems and platforms. These files will be used by our customer support to more easily identify and solve the issue you might be experiencing.

NOTE: NordPass logs get generated automatically; you will not need to generate them yourself

 

Here's what to do

Windows

  1. Press the "Win Key" + "R" buttons, enter "appdata" and select the "OK" button.
  2. Open the "Roaming" folder, then the "NordPass" folder inside it, and finally open the "logs" folder. 
  3. Send all log_***.log, prod-***.log, and prod-u-***.log files to our customer support team by following our guide, whilst explaining the issue you have encountered.

 

MacOS

  1. Open the "Finder" application.
  2. Click  "Shift (⇧)" + "Command key (⌘)" + "G" buttons.
  3. Write this path: "~/Library/Application Support/NordPass/logs", and press the "Enter" key.
  4. Once the "logs" folder opens, send all log_***.log, prod-***.log, and prod-u-***.log files to our customer support team by following our guide, whilst explaining the issue you have encountered.

 

Linux

  1. Press "CTLR" + "ALT" + "T" to open the terminal.
  2. Next, write this command and press the "Enter" button: nautilus ~/snap/nordpass/common/logs/
  3. Alternatively, the logs can be found under another command: ~/snap/nordpass/common/logs
  4. Once the file manager opens up, all the NordPass log files should be found.
  5. Copy the log files and send them to the customer support team by following our guide, and describe the issue you are having.

 

iOS

  1. Open the NordPass application.
  2. Shake your device, and tap on the "Share" button.
  3. Next, select the "Copy" button, follow our guide on how to get in touch with customer support, attach the previously copied files, and describe the issue you are having.

 

Android

  1. Open the NordPass application.
  2. Shake your device, and save the files in your chosen application, for example, Google Drive.
  3. Afterward, follow our guide on how to contact the customer support, attach the logs, and describe the issue you are having.

 

Extension

  1. Right-click anywhere in your browser extension and select the "NordPass" button.
  2. Next, click on the "Download logs" button.
  3. After downloading the files, attach them and send them to our customer support team by following our guide, while explaining the issue you are experiencing.

 

WebVault

  1. Open the NordPass WebVault and log in.
  2. Click on the "Cog" button, located on the upper-right side, to access Settings.
  3. Scroll down and click on the "Download logs" button. 
  4. After downloading the files, attach them and send them to our customer support team by following our guide, and describe the issue you are having.

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