Collect data for troubleshooting

To provide our Support Engineers with all the technical data they may need to resolve your issues with CleanMyMac, follow these steps:

1. Create a sample of the CleanMyMac process.

2. Reproduce the issue with extended logs.

3. Collect CleanMyMac logs using the Support Tool.

4. Share the collected data with the Support Team.

A sample of the CleanMyMac process shows how the app behaves and uses system resources at a specific moment.

To create a sample:

1. Open CleanMyMac and reproduce the problem — repeat the steps that previously caused it.

   If the problem persists, continue to the next step.

2. Open Activity Monitor in Applications > Utilities.

3. Find CleanMyMac in the list, then double-click it.

   

4. In the dialog that appears, click Sample.

   

   Activity Monitor takes a sample of the CleanMyMac process. This may take a moment.

5. When the sample is ready, click Save.

   

You now have the sample file to share with our Support Team.

Compared to regular logs, extended logs include more details about CleanMyMac behavior. This helps our Support Engineers identify the exact point at which the app stops responding or behaves unexpectedly.

To reproduce the problem with extended logs turned on:

1. Open CleanMyMac, then press and hold the Option key on your keyboard and choose Help > Enable Extended Logs in the menu bar.

   

2. Restart CleanMyMac and reproduce the problem.

   CleanMyMac records additional details in its logs for you to share with our Support Team.

To collect CleanMyMac logs, use the Support Tool — our custom app that generates a report including CleanMyMac logs and other information about your system to help our Support Engineers analyze the issue.

Learn more about what the Support Tool collects, how it works, privacy details, and more.

After you create a process sample, reproduce the issue with extended logs, and collect CleanMyMac logs using the Support Tool, share the collected data with our Support Team:

1. Open the contact form at our Support Center.

2. Fill in all required fields, then attach the process sample file and the Support Tool report.

3. Click "Send inquiry" to submit your request.

Our Support Engineers will review the information you've provided and follow up with a solution.