Support

If you have any questions, comments, concerns, or compliments, we would love to hear from you!

Contact Us

To reach us, simply send an email to support@abvio.com.

We look forward to hearing from you!

The Abvio Team

Support Upload

After you contact us, our support team may ask you to do a support upload. This sends the application log and your database to our servers, so we can better diagnose any issue you reported.

Support Upload on iOS

1. In our iOS app, go to More > Settings > Advanced. Then scroll to the bottom of the page.

2. Write down or copy the 16-character Support ID, which we'll need to find the upload on our servers. If you tap the Support ID, it will be copied, which will allow you to paste it into an email reply.

3. Tap on Support Upload and follow directions.

4. After the app closes, launch the app again. The upload will start automatically. It will send two files. First, it will upload your Application Log and then it will upload your database. Tap OK when prompted. When you see the message "Upload Database. The upload succeeded.", you'll know it has completed.

Reply to the email conversation with our support team, including the Support ID, which we will use to find the support upload on our servers.

Support Upload on watchOS

If you are using our watchOS app in "Record on Apple Watch" mode, you may be asked to do a support upload from our watchOS app. (If you are using our app in "Record on iPhone" mode, support uploads are not available or needed.)

1. Go to Settings, either by tapping the gear icon on the main page of our watchOS app, or press and hold on a page to bring up a menu and choose Settings.

2. Scroll to the bottom, where you will see the Support Upload button, and your 16-character Support ID below it. Write down the Support ID.

3. Tap Support Upload, and follow directions.

4. After the app closes, launch the app again. The upload will start automatically. It will send two files. First, it will upload your Application Log and then it will upload your database. Tap OK when prompted. When you see the message "Upload Database. The upload succeeded.", you'll know it has completed.

Reply to the email conversation with our support team, including the Support ID, which we will use to find the support upload on our servers.

Because workouts are moved from our watchOS app to iOS app when you tap Done, we may also need you to do a support upload under iOS.

If you are encountering an issue that can be reproduced, doing a support upload before you tap Done would be helpful, since the workout will not yet be moved from watchOS to iOS.

Support Upload on Android

1. In our Android app, navigate to Settings > Advanced. Then scroll to the bottom of the page.

2. Write down or copy the 16-character Support ID, which we'll need to find the upload on our servers. If you tap the Support ID, it will be copied, which will allow you to paste it into an email reply.

3. Tap on Support Upload and follow directions.

4. After the app closes, launch the app again. The upload will start automatically. It will send three files. It will upload your Application Log, System Log, and then it will upload your database. Tap OK when prompted. When you see the message "Upload Database. The upload succeeded.", you'll know it has completed.

Reply to the email conversation with our support team, including the Support ID, which we will use to find the support upload on our servers.

Crash Logs

After you contact us, our support team may also ask you to upload your crash logs. (iOS only.) This is useful in cases where the app has crashed, iOS is shutting down apps due to memory needs or CPU usage, or other issues that cause iOS to terminate apps.

iOS creates crash logs when it explicitly terminates an app. Crash logs give us more details about the reason and where in our app a shutdown occurred. Here's what you need to do to send us your crash logs.

Mac Instructions

1. Connect your iPhone to your Mac with a cable. The system will download your logs to your Mac.
2. In the Finder, select your device in the left panel, and then tap Sync.
3. In the Finder, choose Go > Go to Folder
4. Enter ~/Library/Logs/CrashReporter/MobileDevice.
5. Control-Click on the folder identified by your device’s name to bring up a menu.
6. Click on "Compress".
7. Attach the resulting .zip file in a reply to the email conversation with our support team.

Windows Instructions

1. Connect your iPhone to your Windows machine with a cable.
2. In the Explorer go to View and ensure that Hidden items is checked..
3. On your PC, go to C:\Users\AppData\Roaming\Apple computer\Logs\CrashReporter/MobileDevice/ and look for the logs there.
4. Right mouse click on "CrashReporter" to bring up a menu, and click on "Compress".
5. You've now created CrashReporter.zip
6. Reply to the email conversation with our support team, attaching CrashReporter.zip

If the above approach does not work for you, then you can likely find individual crash files on your iPhone. This won't include memory related crashes and other items, but it might find some of the crashes you encountered.

1. Open the Settings app
2. Tap Privacy
3. Tap Analytics & Improvements
4. Tap Analytics Data
5. Scroll down and find any items that start with our app's name and that include the date you encountered the crash.

Share the crash files one at a time, and either Airdrop them to your computer, or email them to yourself. Then reply to this email with all of them attached, so we keep all the information together to better be able to diagnose the issue.