How to collect diagnostics from any device

If you encounter an issue, sending diagnostics to our support team can help us find a solution. In this guide, you will learn how to do so on different devices.

NOTE: When sending diagnostics, make sure you're disconnected from the VPN.

After you've sent the connection diagnostics, contact Surfshark support via Live Chat to resolve the issue you're facing. You can do that by visiting our help center and pressing the Chat with us button at the bottom of the page.

Collecting diagnostics on Windows

1. Open up the Surfshark app and enter Settings by clicking the cog icon on the left:
   
   
    
2. Once there, click on Get Help:
   
   
    
3. In the following screen, click on Troubleshooting tools:
   
   
    
4. A new window will pop up. Click on Collect diagnostics:
   
   
    
5. Enter any additional comments describing your issue if necessary. You can change the email you will be contacted through by the support team. When you are done, click on Collect diagnostics again:
   
   

Collecting diagnostics on Android

1. Open up the Surfshark app on your Android device and tap the Settings icon:
   
   
    
2. Tap Get help:
   
   
    
3. Tap Report a bug:
   
   
    
4. You can describe your issue in more detail and tap Send:
   
   

Collecting diagnostics on macOS

1. Open up the Surfshark app on your macOS and click the Settings button on the left:
   
   
    
2. Click on Get help:
   
   
    
3. Now, click on Still having issues?
   
   
    
4. Press on Report a bug:
   
   
    
5. Fill in the optional details in the Description box, and send the diagnostics by clicking Send:
   
   

Collecting diagnostics on Linux GUI

1. Open the Surfshark application.
2. Click the cogwheel icon on the left-side menu to access Settings.
3. Select Get Help.
4. Click Report a bug.
5. Select Report.
6. Enter the registered email address, provide a brief description of the issue, and click Send.

Collecting diagnostics on iOS

1. Open up the Surfshark app and tap on Settings:
   
   
    
2. Next up, tap on Get help:
   
   
    
3. Tap on Report a bug:
   
   
    
4. Enter your email address. You can also enter more details about your issue if you wish. Once done, tap Send:
   
   

Collecting diagnostics on Android TV

1. Open up the Surfshark app and press Settings:
   
   
    
2. Navigate to the Get Help section: 
   
   
    
3. Press Send Diagnostics:
   
   
    
4. Confirm by pressing Send Diagnostics: 
   
   
    
5. Wait for the process to finish:
   
   

Collecting diagnostics on Apple TV 

1. Open the Surfshark app.

2. Select Settings.

3. Select Report a bug.

4. Enter your account email and a brief issue description.

5. Select Send.  

You may also be interested in:

• How to fix slow connection issues on Windows
• How to set custom DNS on any device
• How to fix unstable connection issues on Android