2.6 Before contacting Tier 2 Support (Huddly Level 1
Support)
Before contacting Tier 2 Support (Huddly Level 1 Support) for further assistance, please ask
your customer to restart their device, and try connecting the camera to a different device.
● If the camera works after a reboot of their device, no further troubleshooting is required.
● If the camera works on a different device, the original device being used will most likely
be the cause, not the Huddly camera.
● Make sure to have the following details available for when you contact Huddly:
○ Camera serial number.
○ What software version and app version the customer is using.
○ The customer’s setup (device operating system and version,
hubs/docks/extenders being used, Huddly cable being used?).
○ Information about which VCAs the camera is recognized and works in.
○ If they have tested different USB ports and different devices.
○ The Huddly Log File.
2.6.1 Huddly Log File
In preparation for contacting Huddly, please also have the customer extract the Huddly Log File
that you can attach to the email. For a guide with images on how to obtain the log file, please
see this FAQ on our Support page.
For Windows machines, these are the steps you need to take in order to obtain it:
1. Click Start and type “run” (without quotation). Alternatively, you can also use the shortcut
command + R.
2. Type “%appdata%” (without quotation) and press enter.
3. In the AppData window, look for the Huddly folder and double-click on the Huddly.txt file.
Save the file and attach it in the email.
For Mac OS, these are the steps you need to take in order to obtain the Huddly Log File:
1. Go to Finder.
2. Click on GO or IQ and click Go to Folder.
3. Type the following command “~/Library/Application Support/Huddly” (without quotation).
Click Go.
4. Double click the Huddly.log folder, save the file and attach it in the email.
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