// HELP/Desktop app/Export support logs

Export support logs

Create a log bundle that helps ALLO support diagnose desktop app problems.

4 min read

Support logs help diagnose desktop-only problems

The desktop app can export a support log bundle when something goes wrong locally: sign-in handoff fails, the app opens blank, update loops, tabs do not restore, notifications behave strangely, or a canvas behaves differently in desktop than in the browser.

Only export logs when support asks or when you are filing a desktop bug. For normal account, billing, permission, or missing-work questions, screenshots and links may be enough.

Availability

Item	Details
Available on	macOS and Windows desktop app
Export location	You choose a save location, often Downloads
File type	One `.allo-logbundle` file
Security	The bundle is encrypted for ALLO support review
Who should send it	The person experiencing the desktop issue

Export a log bundle

Open the ALLO desktop app.
Open Help → Export logs.
Choose where to save the file if prompted.
Wait for the export to finish.
Send support the single .allo-logbundle file.

Do not rename the file unless support asks. Do not open the bundle and send individual pieces from inside it. The bundle is meant to be sent as one file so support can read it safely.

What the bundle can include

The exact contents can vary, but a desktop log bundle may include:

Data type	Why support needs it
Desktop app logs	To see local errors, update behavior, and app state.
Operating system information	To compare macOS or Windows version with known issues.
Display and window information	To diagnose blank screens, window controls, or layout problems.
Network and loading clues	To understand whether app content failed to load.
Tab and navigation state	To understand restore, canvas opening, or route behavior.

The bundle is not a request for your password. Support should not need your password, full card number, bank credentials, recovery codes, or private workspace secrets to diagnose desktop app behavior.

Privacy and security

The exported bundle is encrypted for ALLO support. Send the .allo-logbundle file through the support channel you are already using. Do not paste large raw logs into chat unless support specifically asks for a small excerpt.

If the issue involves highly sensitive workspace content, tell support before sending screenshots or files. The log bundle is designed for diagnostics, but screenshots and repro videos can reveal visible canvas content.

When support may ask for logs

Support may ask for a bundle when:

Problem	Why logs help
Desktop sign-in does not return from browser	Logs can show whether the app received the handoff.
App opens blank or freezes	Logs can show load, network, or app errors.
Update prompt repeats	Logs can show update progress and failures.
Tabs do not restore	Logs can show saved desktop state and restore attempts.
Notifications or badges fail	Logs can help separate app state from OS permission problems.
Canvas opens differently in desktop than browser	Logs can show desktop tab and canvas loading behavior.

For general support preparation, see Contact support with the right details.

If you cannot export logs

Try these steps:

Restart the desktop app.
Try Help → Export logs again.
Check whether your computer allows ALLO to write to the chosen folder.
Save to Downloads or Desktop if a network drive fails.
If the app will not open far enough to export logs, tell support that.

If your company manages the computer, security software may block writing or attaching the bundle. Ask IT to allow the export if needed.

What to include with the bundle

A log bundle is useful, but support still needs the story. Include:

Detail	Example
What happened	"Desktop stayed on sign-in after browser said success."
When it happened	Date, time, and timezone.
What you tried	Restart, update, browser comparison, reinstall.
Account email	The email signed into ALLO.
Workspace or link	The affected workspace, canvas, dashboard, or route.
OS and app version	macOS or Windows version, ALLO version if visible.

Do not include passwords, full card numbers, private keys, or unrelated confidential documents.

Troubleshooting log export

Symptom	Likely cause	What to do
Export menu missing	You may not be in the desktop app	Confirm you are using ALLO desktop, not browser.
Export fails	Save location unavailable or app cannot write there	Save to Downloads or Desktop and retry.
File is too large to attach	Support channel limit	Ask support for an upload path.
Support cannot open individual files	The bundle was unpacked or renamed incorrectly	Send the original `.allo-logbundle` file.
App will not open	Logs cannot be exported normally	Contact support and describe the startup failure.

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