Sending Bria Softphone Logs to Comms Channel Support

Overview

If Bria isn't working as expected — failing to start, crashing, or behaving incorrectly during calls — our support team will need logs to diagnose the issue. This article covers the three log types and how to send them in.

Which log do I need?

Use the table below to pick the right method. The in-app Send Log is the recommended path for most issues — it's the fastest and requires no manual file hunting.

Section 1 — In-App Send Log (Recommended)

Overview: The fastest way to send logs. Bria uploads the log to CounterPath's server and gives you a reference number — you just pass that number to us.

Requires Bria version 6.5.3 or newer. Check your version under Help → About Bria (Windows) or Bria → About (Mac).

Steps to Send a Log from Bria Desktop (Windows or Mac)

1. Open Bria.
2. From the menu, select Help → Troubleshooting → Support.
3. Move the Logging slider to Debug.
4. Restart Bria (or sign out and back in).
5. Reproduce the issue you're experiencing.
6. Return to Help → Troubleshooting → Support and click Send Log.
7. Add any extra detail in the prompt (optional), then click Send Log again.
8. Copy the reference number shown at the bottom-left of the window.

On Mac, the Help menu is at the very top of the screen (in the menu bar), not inside the Bria window.

Steps to Send a Log from Bria Mobile (iOS or Android)

1. Open Bria.
2. Tap Menu → Settings → Advanced Settings → Application Logging.
3. Turn Verbose Logging to ON and tap Apply Changes.
4. Restart Bria and reproduce the issue.
5. Return to Settings → Advanced Settings and tap Send Log.
6. Add any extra detail, then tap Send Log again.
7. Copy the reference number shown after sending.

Section 2 — Manual Startup Log (Bria won't start)

Overview: Use this method when Bria fails to launch, so the in-app Send Log isn't available. You'll launch Bria from the command line with a -log flag, then locate the log file on disk.

Steps to Create a Startup Log on Windows

1. Press Windows Key + R to open the Run dialog.
2. Enter the following command and press Enter:
   "C:\Program Files (x86)\CounterPath\Bria\bria.exe" -log
3. Reproduce the issue (or wait for Bria to fail).
4. Navigate to the log folder:
   C:\Users\<USERNAME>\AppData\Roaming\CounterPath Corporation\Bria\<VERSION>\default_user\Logs
5. Locate the most recent log file.

Tip: The AppData folder is hidden by default. To open it quickly, type %APPDATA% in the address bar of File Explorer.

Steps to Create a Startup Log on macOS

1. Open Terminal (found in Launchpad → Other).
2. Enter the following commands, pressing Enter after each:
   cd /Applications
open "Bria.app" --args -log
3. Reproduce the issue (or wait for Bria to fail).
4. Navigate to the log folder:
   /Users/<USERNAME>/Library/Application Support/CounterPath Corporation/Bria/<VERSION>/default_user/Logs/Log.txt

Tip: The Library folder is hidden by default. To reveal it, click Go in Finder while holding the Option key.

Section 3 — Crash Dump File (Bria crashes unexpectedly)

Overview: When Bria crashes, the operating system usually creates a .dmp file automatically. If no file was created, Section 3.1 covers how to generate one manually on Windows.

Where to find crash dumps

Look for the most recent .dmp file matching the date the issue occurred. Compress it (zip) before attaching.

Section 3.1 — Creating a Dump Manually on Windows (Bria unresponsive but not closed)

If Bria is frozen but no .dmp file has been generated automatically:

1. Right-click the Windows taskbar and select Task Manager.
2. On the Processes tab, right-click the Bria entry.
3. Select Create memory dump file. Windows will display the path where the file was saved.
4. Open that folder and locate the .dmp file.
5. Compress (zip) the file before sending.

Section 4 — Reporting the Issue to Comms Channel Support

Overview: Once you have your log file (or reference number from the in-app Send Log), report the issue to us so a support engineer can investigate.

Steps to Report the Issue

1. Open a new email to helpdesk@commschannel.com.au. A ticket will be created automatically.
2. In the subject line, write a short description of the issue (e.g. "Bria failing to start on Windows 11").
3. In the body, include the details listed in the Key Notes table below.
4. Attach your log file or crash dump (.log, .dmp, or zipped folder) directly to the email.
5. Send the email. You'll receive an automated reply with your ticket number.

If you already have an open ticket for this issue, reply to that existing email thread instead — don't start a new one.

Key Notes — What to Include in Your Report