How to send us an app report or debug data

If something is not working as expected, the fastest way to help us fix it is to send us a report from the app.

Our support team will tell you which one we need, an app report or debug data. If you are reporting something for the first time, start with an app report. Both are collected from the More section.

Where to find the More section: tap the gear icon in the bottom navigation bar of the app.

Sending an app report

An app report tells us the technical details of what the app and your car were doing just before you sent it. That is what lets our support team, and our technical team when needed, see what actually happened instead of having to guess.

When to send it

Send the report straight after the problem happens. The report captures what happened most recently, so the order matters.

• The app will not connect to your car: try to connect again, wait until it either loads or fails, and then send the report.
• A customization you expected is missing: open the Customize menu first, then send the report.
• A service tool is missing: open the Service menu first, then send the report.
• Something is wrong with Diagnose or Live data: open that section first, then send the report.

If you send the report before trying again, it will not contain anything about the problem, and we will have to ask you to repeat it.

How to send it

1. Tap the gear icon in the bottom navigation bar to open More.
2. Tap Report a problem.
3. Fill in your vehicle year, make, and model.
4. Check your email address. This is where we will reply.
5. Describe the problem in your own words. A short description of what you tried and what happened is enough.
6. Tap Send.

Please note: if you are writing to us from a different email address than the one you use in the Carista app, let us know. Otherwise, we may not be able to match your report to your message.

Sending debug data

Sometimes we will ask you for debug data as well. This is a deeper read of your car, and it tells us things the app report cannot, such as which control units (ECUs) we are able to connect to, and whether any features are available for your car in beta.

The debug data is in a format that cannot be read as normal text. It is only useful to our technical team.

Before you start

• Connect to your car in the app first. Debug data cannot be collected without a connection.
• Stay in the car and keep the app open until it finishes.
• Give it time. Collecting debug data can take a while, and how long depends on your scanner. With a Carista EVO scanner, it is much faster than with other scanners.

How to send it

1. Connect to your car in the Carista app.
2. Tap the gear icon in the bottom navigation bar to open More.
3. Tap Debug menu.
4. Tap Collect debug data.
5. Wait for it to finish.

After you send

Once you have sent either of them, let us know in your message or reply, and we will take it from there.