Zoom: Collecting logs to assist Zoom engineers in diagnostics for repeated failures

If requested by ITS, please follow these steps to collect crash logs for diagnostic analysis.

Collecting logs on macOS

1. Exit/Quit the Zoom desktop application (if the Zoom icon is in your Dock with a black dot under it, right click on the icon and select Quit)
2. Lauch the Terminal application
   • Either use the Spotlight search to search for Terminal, or else open your Applications folder > Utilities > Terminal
3. In Terminal, copy and paste the following text and then hit Enter
   plutil -replace “enable\\.memlog\\.file“ -string “true” ~/Library/Preferences/ZoomChat.plist
4. Next, copy and paste the following text and then hit Enter
   plutil -p ~/Library/Preferences/ZoomChat.plist
5. You'll see a lot of text come back, but the one line we're looking for is “enable.memlog.file” => “true”
6. Next, copy and past the following text and then hit Enter
   killall cfprefsd
7. Open the Zoom application on your computer (we don't expect the problem to be fixed at this point, but now your computer will capture logs for analysis)
8. Quit Zoom
9. Back in Terminal, copy and paste the following text and then hit Enter
   plutil -remove “enable\\.memlog\\.file“ ~/Library/Preferences/ZoomChat.plist
10. Find the log files by choosing one of the following two options:
    • Click on your desktop to reveal the Finder menu in your taskbar area. Then hold down the Option key while clicking on the Go menu. Select Library > Logs
    • Click on your desktop to reveal the Finder menu in your taskbar area. Select Go to folder... and type in ~/Library/Logs/
11. Find the folder for Zoom.us and right-click on it
12. Select Compress "zoom.us"
13. This will result in a file called zoom.us.zip which you can send to ITS when requested

Here is a short video of the process