Collect Mobile Security v5 diagnostic logs

If you open a ticket with Malwarebytes, a support agent may contact you to request additional information. Depending on your issue, you may need to collect and send diagnostic data to assist the support agent in troubleshooting your issue.

Android devices

1. Open Mobile Security on your mobile device.
2. Tap Help > Send Diagnostic Report.
3. Describe the issue and tap Email report.
4. Select your device's email app. An email is drafted, which contains the diagnostic log attached. Follow the instructions in the email draft and add the required information. 
5. Send the generated email.

iOS devices

Generate diagnostic log

1. Open Mobile Security on your mobile device.
2. Tap Settings > General.
3. Toggle on Enable diagnostic mode.
4. Repeat the steps that led to the issue. Once the issue occurs, diagnostic mode records the incident.
5. Return to the Malwarebytes app, tap Settings > General, then tap Export diagnostic Data.
6. Send the diagnostic log to Malwarebytes.

Send diagnostic log

1. After tapping Export diagnostic data, select Save to Files.
2. Locate and open your ticket's email from Malwarebytes Support. 
3. Reply to the email, attaching the file you saved in Step 1.
4. Toggle off Enable diagnostic mode.