Overview

👋 Hello! We apologize that you’re experiencing an issue with Warmly and want to work with you to resolve the issue. To do so we’re going to need a bit of information from you to help diagnose the issue alongside the Zoom customer support teams.

The guide will help you:

  1. Find the relevant information about your issue

  2. Find the relevant information about the device you’re using

  3. Help you submit this information to Warmly & Zoom

đź’ˇBefore you start, have you tried the following?

âś… Upgrading to the latest version of Zoom for optimal experience.

âś… Quitting and restarting your Zoom desktop app

âś… Restarting Warmly's Zoom App from the triple dot menu:

(1) Find the relevant information about your issue

Whenever you experience an issue with Warmly, the following will be quite helpful if you can:

  1. Take a screenshot to show the issue

  2. Describe the issue in your own words in a sentence or two

  3. Describe the necessary steps to recreate the issue so we can try to replicate it on our end

  4. Capture & share the debugging logs (*step by step instructions below*)

(2) Find the relevant information about the device you’re using

  1. Please record the version number of Zoom you are on (Zoom.us > about Zoom)

  2. Please record your computer name and operating system

  3. Please record the name & version of an external physical webcam or external software webcam you might be using

(3) Submit your information to Warmly & Zoom

  1. Please email as much information from (1) and (2) to [email protected] or your dedicated customer success manager.

  2. Please report the issue to Zoom. From the desktop in the menu bar select “Help → Report A Problem” and match the screenshot below

    1. Select “Meeting” for the product and “Others” for the problem

    2. Ensure that “Include log file and system information” is selected

    3. Please include as much information from (1) and (2) as possible in the description

    4. Ensure that “#warmly” is included in the description so that Zoom can find this information quickly

    5. Finally, select “Send”

    6. (optional) Post the issue to Zoom’s Developer Forum

Mac Computers: How to capture and share debugging logs

There are two ways to submit debugging logs: (A) sending us a Zip folder of your past activity and (B) screenshotting the errors live. For completeness please send in both, however (A) is most important.

A) Sending Warmly a Zip folder of your past activity: please follow 1 min instructions in this video. Note: To get to the Library folder from the Go menu, please press "Shift-Option" to reveal it

B) Screenshotting the errors live:

  1. First you must enable the ability to see logs within Zoom if you have not already. Please open the “Terminal” Application on your computer and paste in the following command. Then hit enter

defaults write ZoomChat webview.context.menu true

2. Second you must open the developer logs. Please right click on the Warmly app and select “inspect element”. Note: You may need to restart your Zoom Client if you right click within the Warmly App and do not see the “Inspect Element” option

A) Perform the action that is causing the error if possible.

B)Screenshot the information shown in the Network Tab (see second screenshot below) and the Console Tab (see third screenshot below). Please ensure to widen the window to capture all information or take multiple screenshots if needed (see first screenshot below).

Network Tab

Console Tab

Windows Computers: How to capture and share debugging logs

There are two ways to submit debugging logs: (A) sending us a Zip folder of your past activity and (B) screenshotting the errors live. For completeness please send in both, however (A) is most important.

  1. Sending Warmly a Zip folder of your past activity

A) First you must enable the ability to see logs within Zoom. Please open your Zoom data folder on your computer (typically C:\Users\<username>\AppData\Roaming\Zoom\data) and modify the file "zoom.us.ini" or create a new one if it does not exist

a) Next paste in this command and save it:

[ZoomChat]

webview.context.menu=true

b) Second you must open the developer logs. Please right click on the Warmly app and select “inspect element”

c) Perform the action that is causing the error if possible.

d) Screenshot the information shown in the Network Tab (see second screenshot below) and the Console Tab (see third screenshot below). Please ensure to widen the window to capture all information or take multiple screenshots if needed

Network Tab

Console Tab

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