NO INFO AT ALL #97872

https://thebrain.zendesk.com/agent/tickets/97872

Hello Sherman,

Thank you for reaching out. I received the “diagnostic bundle,” but it looks incomplete (it only contains “1”). To troubleshoot a crash, we’ll need a fresh log captured right after you reproduce the crash plus a few details.

Could you please do the following and reply with the files/info?

Tell us the basics

• OS and version (Windows/macOS/iOS/Android)
• TheBrain version (e.g., 14.0.110.0)
• Does it crash on launch or after a specific action? If after, what action?
• Does it happen with one Brain or all Brains?
• Can you open your Brain at https://app.thebrain.com (web client)?

Reproduce, then capture logs (desktop)

• Windows:
  • Reproduce the crash → relaunch TheBrain.
  • Go to Help > Open Log Directory (or manually: C:\Users\[username]\AppData\Local\TheBrain\Logs).
  • Attach Output.log and the most recent folder inside Logs\Error Reports.

• macOS:
  • Reproduce the crash → relaunch TheBrain.
  • In Finder, Go > Go to Folder… and enter ~/.TheBrain/v9/Logs
  • Attach Output.log and the most recent folder inside Logs > Error Reports.

(The.TheBrainfolder is hidden; the path above opens it directly.)

If it’s mobile (iOS/Android)

• A short screen recording showing the crash.
• Timestamp of the crash (your local time), device model, OS version, and app version (Settings/About).

If the app won’t open at all on desktop and you need a quick way back in, you can do a safe local reset (after confirming your Brains are visible in the web client or backed up as .brz):

• Windows (urgent reset):
  1. Rename local data: C:\Users\[username]\Brains → BrainsOld
  2. Reset MetaDB: C:\Users\[username]\AppData\Local\TheBrain\MetaDB\TheBrainMeta.db → TheBrainMeta.db.old
  3. Launch TheBrain and sign in (it will pull a clean copy from the cloud).

• macOS (urgent reset):
  1. Rename local data: ~/Brains → BrainsOriginal
  2. Reset MetaDB: ~/.TheBrain/v9/MetaDB/TheBrainMeta.db → TheBrainMeta.db.old
  3. Launch TheBrain and sign in.

Once we have the targeted logs (captured immediately after a reproduced crash), we’ll pinpoint the cause and advise next steps.

Best regards,

John