How to provide Garmin log files to support?

In case of a crash / freeze

When the application crashes, it generates files containing information about the crash.

These files are named CIQ_LOG.YML and/or CIQ_LOG.BAK and are located in the GARMIN/APPS/LOGS directory on your watch.

To retrieve them, you need to connect your watch to your computer (PC or Mac) using the USB cable provided with your watch and then copy the file(s) to your computer.

• under Windows, via File Explorer
• on Mac :
  • via Finder if your watch is directly recognized by it
  • via the Android File Transfer application (to be installed beforehand here: https://www.android.com/filetransfer/) if your watch is not recognized by Finder - this is particularly the case for "Music" models.

You can then send them to the email address help@geolives.com.

Activate "Debug" mode and the complete application logs.

In some cases, to diagnose the problem in more detail, we will ask you to enable "Debug" mode and perform an action so that the complete application logs can be recorded and retrieved later.

To do this:

1. In the SityTrail (or SityTrail+) app on your Garmin watch, press and hold the "UP" button on your watch, then in the options menu, enable "Debug option".
   
2. Create a text file (format .txt, not RTF or DOCX or ODT) empty somewhere on your computer (PC or Mac) and name it sitytrailplus.txt
   
3. Connect your watch to your computer using the USB cable provided with your watch.
   
4. Copy the empty text file sitytrailplus.txt into the directory GARMIN/Apps/LOGS of the watch's internal storage:
   • on Windows, via File Explorer
   • on Mac:
     • through Finder if your watch is directly recognized by it
     • via the Android File Transfer app (to be installed in advance here: https://www.android.com/filetransfer/) if your watch is not recognized by the Finder - this is particularly the case for "Music" models.
       
5. Eject your watch using the corresponding option in Windows / Mac OS (unless you used the Android File Transfer app)
   
6. Unplug the USB cable from your watch.

Once this operation has been performed, it will be necessary to reproduce the problem again so that the information can be written to the log file.

Obtain the complete log file

After enabling the complete log files as explained above and reproducing the problem again, you can obtain the complete log file to send to support.

To retrieve it, you need to reconnect your watch to your computer and copy the file sitytrailplus.txt located in the GARMIN/Apps/LOGS directory of your watch to your computer.

You can then send it to the email address help@geolives.com