Cradle

Troubleshooting

The app crashed, sending logs to support

If Cradle crashes mid-call or on startup, the fastest path to a fix is to send us your logs along with what you were doing when it crashed.

If the Cradle desktop app closes itself unexpectedly, the most useful thing you can do is send us the log files Cradle wrote at the time of the crash. This article shows where the logs live on Windows, macOS, and Linux, and what to include when you email support.

Quick checks (try these first)

  1. Reopen Cradle and try again. A single crash is usually a one-off. If it doesn't recur, you may not need to do anything.
  2. Update if there's an update available. Cradle auto-updates on Windows and macOS, but a manual relaunch encourages it to apply.
  3. Check status.cradle.io before assuming the problem is local.

If the app keeps crashing, gather the logs and send them in.

Where the logs live

The location depends on your operating system.

Windows

  1. Press Windows + R to open the Run dialog.
  2. Type %AppData%\Cradle\logs and press Enter.
  3. A File Explorer window opens with the log files.

Alternatively, type %AppData%\Cradle\logs into the address bar of any File Explorer window.

macOS

  1. Open Finder.
  2. From the menu bar at the top of the screen, click Go → Go to Folder… (or press Cmd + Shift + G).
  3. Paste ~/Library/Logs/Cradle and press Enter.
  4. A Finder window opens with the log files.

Linux

  1. Open your file manager.
  2. Navigate to ~/.config/Cradle/logs in your home directory. You may need to enable "Show hidden files" (often Ctrl + H) to see .config.

If you'd rather use the terminal, the files are at ~/.config/Cradle/logs.

Package the logs and send them in

  1. Zip the whole logs folder. Right-click the folder and choose Send to → Compressed (zipped) folder on Windows, Compress "Logs" on macOS, or use your file manager's equivalent on Linux.
  2. Email help@cradle.io with the zip attached.

In the email, include:

  • What you were doing when it crashed. "I was on a call and clicked the transfer button" tells us more than "it crashed". Be specific.
  • What time the crash happened. A rough time is fine. The logs are timestamped and a window of a few minutes narrows the search considerably.
  • Your operating system and version. "Windows 11, 24H2" or "macOS 14.4 Sonoma" or your Linux distro and version.
  • The build of Cradle you're on. Visible in the Help → About menu.
  • Whether the crash happens once or repeatedly. If it happens during the same action every time, that pattern is gold for diagnosis.

A zip is usually a few megabytes. If it's bigger than your email allows, let us know and we'll share an upload link.

What's in the logs?

Activity from the app itself: when it started, when sign-in completed, when it placed or answered calls, errors it ran into. Nothing about the content of your calls, your messages, or your contacts. We use the logs to work out what the app was trying to do at the moment things went wrong.

If you can't reopen Cradle at all

If Cradle crashes on launch every time and you can't get to the Help → About menu, send us the logs anyway and tell us what happens.

Two things to try first that fix the worst cases:

  • Quit Cradle from your task manager, then reopen it.
  • Clear the local credential cache, see What do I do if Cradle won't log in?. Sometimes a corrupted token causes a launch crash that disappears once the cache is fresh.

If those don't help, send us the logs and we'll go from there.

Cradle support hours

Support is open Monday to Friday, 8:30 am – 5:00 pm New Zealand time. We'll get back to you as quickly as we can.

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