Please follow this procedure in order to create a Log file with data trasmitted by a Bluetooth Smart sensor:
iOS device:
Download the LightBlue app on your iPhone/iPad:
https://apps.apple.com/us/app/lightblue/id557428110
Launch the app and follow the on-screen instructions:
As shown in the video, only associate the required sensor to the LightBlue app.
Maintain the connection with the sensor for at least two minutes (if you're logging a heart rate monitor please wear it for the entire duration of the procedure, with other sensors please continue pedaling throughout the whole log procedure)
After a couple of minutes, copy the log indications in a text file so you can send it to the customer service operator.
How to copy log data
Tap the Share button 
Select Copy
Paste the log text in the email answer to the ticket.
(If you create a new email please refer to the ticket number in the subject line)
Android device:
Download the NRF Connect app on your smartphone/tablet:
https://play.google.com/store/apps/details?id=no.nordicsemi.android.mcp&hl=it
Please follow these instructions once you've downloaded the app:
As shown in the video, only associate the required sensor to the NRF Connect app.
Maintain the connection with the sensor for at least two minutes (if you're logging a heart rate monitor please wear it for the entire duration of the procedure, with other sensors please continue pedalling throughout the whole log procedure)
After a couple of minutes, copy the log indications in a text file so you can send it to the customer service operator.
How to copy log data
Tap the Share button 
Select Copy to clipboard
Paste the log text in the email answer to the ticket.
(If you create a new email please refer to the ticket number in the subject line).
In addition to the log file obtained in the video, always through the NRF Connect app, do the following.
ATTENTION: IN THE NEXT IMAGES THE CONNECTION IS WITH A DIRETO XR, IN YOUR CASE REPLACE "DIRETO XR" WITH THE NAME OF YOUR SENSOR.
With the sensor active (for example, in case of hear rate belt, wear it), open NRF Connect app.
A list of all Bluetooth devices turned on will appear as on below picture:
Click on the name of the sensor (do not click on Connect button but on the sensor name), a menu similar to the one of the picture below will open:
Take a screenshot of this section.
Click on RAW button
You will have a new window as following:
Take a screenshot of this window.
Send us the two screenshot together with the log file as indicated on the above video.