Finding Files for Troubleshooting

Troubleshooting issues with Luna Display will often involve information that can only be retrieved from a user's Luna Display apps or devices. Below you will find how to find this information per device and why we may need it during troubleshooting.

Mac

Windows

iPad

Mac

Mac System Specifications

To find your Mac's specifications, click on the "" in the top left of your Mac's screen, then click on "About this Mac." This will provide the year, model, and current macOS version you are running, among a few other details.

Diagnostic Reports

The diagnostic report will include a full list of your device's specifications as well as app information and log files. It is a catch-all for the kind of information we are looking for when troubleshooting.

Luna Primary Diagnostic Report

To find the primary diagnostic report for Mac, open the Luna Mac app and navigate to  Help > Generate Diagnostic Report.

Luna Secondary Diagnostic Report

To find the secondary diagnostic report for Mac, open the Luna Secondary app and click on  Luna Secondary in the top left-hand corner. Then select Generate Diagnostic Report & Quit.

Luna Display Logs

If you've already provided the support team with your system specifications, we will typically only ask for log files. Logs provide our development team with time-stamped lists of processes and errors that they can use to diagnose a variety of issues. Log files are most useful to our team when we are able to get the logs from both the primary and secondary devices.

Luna Primary Logs

To find the primary logs for Mac, open the Luna Mac app and navigate to Help > Reveal Log Files.

Luna Secondary Logs

To find the secondary logs for Mac, open the Luna Secondary app and click on Luna Secondary in the top left-hand corner. Then select Reveal Logs & Quit.

Windows

Windows System Specifications

To find your PC's system specifications, open the Start Menu, search for System Information and click on the top result to open the System Information window. Click on System Summary, and it will bring up a window that shows your PC's model, Windows OS version and build, along with other helpful information.

Diagnostics Performance Report

The diagnostic report will include a full list of your device's specifications as well as app information and log files. It is a catch-all for the kind of information we are looking for when troubleshooting.

To find the diagnostic report on Windows, open the Luna Windows app and click on the "" in the top left-hand corner of the Luna app's window. Then select Diagnostics > Generate performance report.

Luna Display Logs

If you've already provided the support team with your system specifications, we will typically only ask for log files. Logs provide our development team with time-stamped lists of processes and errors that they can use to diagnose a variety of issues. Log files are most useful to our team when we are able to get the logs from both the primary and secondary devices.

To find the logs on a Windows device, open the Luna Windows app and click on the "" in the top left-hand corner of the Luna app's window. Then select Diagnostics > Reveal Log Files.

iPad

iPad System Specifications

To find your iPad's specifications open your Settings app. Tap on General, then tap on the very first option, About. This will include your model, iOS version, and other information like the available storage on the device and Wi-Fi address. 

Luna Display Logs

To find your logs on iPad, open the Luna secondary iPad app and tap on the "?" in the bottom left of the screen. Tap on the support email support@astropad.com and then tap on Share Logs.

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