In this article you will find a brief explanation of how to obtain a copy of your log file - this file will help us enormously when providing you with assistance or troubleshooting steps, since it contains a detailed history of Mailbird as it runs on your machine, including any errors it may find. 

It's important to note that it will never contain sensitive information such as passwords or the contents of your email.

We will look at two scenarios:

• Recovering the log file when you are able to start/run Mailbird
• Recovering the log file when you are unable to start/run Mailbird

If you are able to access Mailbird, then please follow the steps listed below:

• In Mailbird, hold down CTRL and SHIFT while you click on the Mailbird menu.
  • This will display a previously hidden item called 'Open Data Directory' in the menu.
• Click on 'Open Data Directory'
• Windows Explorer will now open a folder from your computer.
• In this folder, there is a file called 'Log.log'. This is the Mailbird log file. 
• Please make a copy of this file and attach it to your reply to us.

If you are unable to access Mailbird, then we can provide you with a different way of obtaining your log file. Below are the steps:

• Locate your Mailbird folder on your hard disk.
  • Normally it will be found at the following path - C:\Users\(UserName)\AppData\Local\Mailbird\.
    • Replace (UserName) with your Windows user's name - e.g. John Doe. 
• Once you have accessed the folder, locate a file called Log.log
• Please make a copy of this file and attach it to your reply.

Please note that some of the directories mentioned above might be hidden by default in your version of Windows, but in the Folder options of Windows Explorer you will find a setting to Show hidden folders - please make sure that this is enabled.

Hopefully you have found this article useful, but if you still require assistance, please do not hesitate to contact our Customer Happiness Team by clicking here.