TheBrain Support
When troubleshooting issues with TheBrain, it is often helpful to open a Help Desk ticket and then provide TheBrain Support with either an output log or an error log for any issues you are currently experiencing in TheBrain's desktop application. (See details below.)
If you are having issues with syncing, or with the web client, you may also want to check the status of TheBrain's server to see if the issue you are having might already be under review:
Note: Issues with TheBrain's web client and mobile applications can simply be reported in TheBrain Forum, and will not usually require the submission of an output or an error log.
Open Help Desk Ticket
You can open a Help Desk ticket using either of the following two options:
- Email: support@thebrain.com
- Help Desk: https://support.thebrain.com/
Submit Output Log
Your output log can be accessed within TheBrain desktop:
- Hamburger menu (Upper Left) > Help > Open Log Directory
If, for any reason, the upload of your output log times out, you can always compress the Output.log into a ZIP file and attach this zipped file to your help desk ticket instead ~ or you can simply contact TB Support, and ask them directly about alternative options for submitting your log.
Submit Error Log
Open the output log directory as described above, and then navigate UP one level into the "Error Reports" folder. Then submit the most recent error log you have received using either of the options described above (i.e., email or help desk).
Additional Information
In addition, be sure to provide the following information along with your bug report:
- the platform you are using (Windows or Mac) along with the current version number
- which version of TheBrain you are using
- a detailed description of the issue
- if possible, screenshots and/or a video illustrating the issue.
- If your file upload is too large to share through TheBrain's Help Desk, you can submit it to TheBrain Support using HighTail.
Reminder: Be sure to save your output and error logs right away if you can't immediately report the issue you are experiencing.