Information collected by the Support Tool

A problem report generated by the Support Tool typically includes, but isn't limited to, the following files and folders:

• System and MacPaw app logs

  This is a set of folders containing logs for your computer and all the MacPaw apps installed. Logs are historical records of specific events within a system or an app. They are stored in Library/Logs in your home folder. By examining CleanMyMac and system logs, a Support Engineer can determine at which point a certain problem occurred within the app and what could have caused it.

• CodesignInfo folder

  This folder contains information about CleanMyMac's signature. These details help verify that all parts of the app are signed correctly.

• DiagnosticReports folder

  This folder includes issue reports. If CleanMyMac quits unexpectedly, these reports can help identify the cause of the issue.

• Group Containers folder

  This folder contains files with information that CleanMyMac shares with its components – the CleanMyMac Menu and the Health Monitor.

• MacPawProducts file

  This TXT file includes a list of MacPaw apps installed on your Mac and some basic information about them, such as version numbers and activation details.

• Preferences folder

  This folder contains files with information on the settings of the MacPaw apps installed on your Mac. These files can help determine if your issue with CleanMyMac is related to specific app settings.

• Sandboxed Preferences folder

  This folder contains files with information on the settings of MacPaw apps you purchased from online marketplaces other than the MacPaw Store, for example, Setapp or the App Store.

• SystemInfo file

  This TXT file includes basic information about your Mac, such as hardware details and macOS version, and a list of all installed apps. This information is crucial to help determine if any other software on your Mac might conflict with CleanMyMac, causing issues with its functionality.

MacPaw engineers constantly update the Support Tool to cover new macOS versions. Occasionally, we add custom folders to collect specific information related to common issues that users contact our Support Team about most frequently.

Should you have any questions regarding the contents of your problem report, please reach out to our Support Team.