If a developer/support asks you to collect the logs from the robot, you do this using the USB micro port hidden by the dust-bin. There's a small rubber flap covering the port.
When you connect the robot to your computer, it should show up as a USB storage device. Normally it's only the file ending in rbl that is of interest to us, which you should upload.
Some USB cables don't have the wiring for transferring data - make sure it's not a charging only cable.