> ## Documentation Index
> Fetch the complete documentation index at: https://help.draftable.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting: Diagnostic logs and support

> How to export diagnostic logs, clear the Outlook add-in cache, and contact Draftable support for help with Draftable Clean issues.

## Unexpected application errors

If Draftable Clean encounters an unexpected error, restarting the application will usually resolve the issue. If the error persists, export your diagnostic logs and send them to Draftable support.

<Tip>
  As a first troubleshooting step, try opening **Task Manager**, searching for "Clean", and ending any Draftable Clean tasks. Then relaunch the application. This can resolve issues caused by background processes that haven't fully closed.
</Tip>

## Exporting diagnostic logs

The Troubleshooting section in Settings provides three options for sharing logs with the Draftable support team:

<Frame>
  <img src="https://mintcdn.com/draftable/do8y9ldgaFNpqUcr/images/Draftable-clean-images/0.%20Troubleshooting%20settings.png?fit=max&auto=format&n=do8y9ldgaFNpqUcr&q=85&s=7dcfb60e0d34edcd9a7e210c43733bd7" width="1257" height="794" data-path="images/Draftable-clean-images/0. Troubleshooting settings.png" />
</Frame>

<Steps>
  <Step>
    Click the **Settings** gear icon in the top-right corner of the application.
  </Step>

  <Step>
    Navigate to the **Troubleshooting** section.
  </Step>

  <Step>
    Choose one of the following options:

    * **Email logs** — Opens an email with logs attached, ready to send to support
    * **Export error logs** — Saves the log file to your computer for manual sharing
    * **Open log folder** — Opens the folder containing log files in Windows Explorer
  </Step>
</Steps>

<Note>
  Logs do not contain any document content or personal data. They only include application diagnostic information to help identify and resolve issues.
</Note>

## Clearing the add-in cache

If the Outlook add-in is behaving unexpectedly or appears to be running an outdated version, you can clear the cached add-in files from **Settings > Troubleshooting**:

1. Click **Clear add-in cache**
2. Restart Outlook for the change to take effect

This resolves issues where an outdated version of the add-in is loaded.

<Note>
  In **Classic Outlook**, after clearing the add-in cache you may see a warning when you send your first email. If this happens, restart Outlook — sending should work normally after that.
</Note>

## Contacting support

When contacting the Draftable support team, please include:

* A **description of the issue** and the steps that led to it
* The **file type(s)** you were working with (e.g. `.docx`, `.pdf`)
* Your **Draftable Clean version numbers** — both App Version and Engine version, shown in the status bar at the bottom of the application window
* **Exported error logs** if available

Contact the support team at [support@draftable.com](mailto:support@draftable.com).