Gathering Console messages for our support folks

Deep support issues sometimes raise questions we can’t ask you to answer, so we gather details directly from your Mac’s log files, System Information reports, and, on macOS Sierra and later, Console messages.  The first two take a few steps, but Console messages are a little harder to get at.  They give us a lot of information, though, and we sometimes need that extra bit of detail to figure out what’s happening behind the scenes.

Here’s how to gather your Console messages and help us help you:

  1. Click the Finder icon on your Dock.
  2. Go to the Go menu at the top of your screen and click the Utilities menu item.
  3. Double-click the Console icon.
  4. If the icon in the Activities button, next to the Now button, is tinted blue, click the button once so the tint is removed.
  5. Go to the Action menu at the top of your screen and click the All Messages menu item.
  6. If we’ve asked you to search for a particular phrase, click the Search field at the top right of the window, type the phrase, and press the Return key on your keyboard.
  7. Leave Console open, return to our application, and follow any steps to reproduce the situation you need help with.
  8. Return to Console, click one of the console messages, then go to the Edit menu at the top of your screen and click the Select All menu item.
  9. Go to the Edit menu at the top of your screen and click the Copy menu item.
  10. Click the body of a message to us, go to the Edit menu at the top of your screen, and click the Paste menu item.
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