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HomeTechnical Issues

Sending us our software's log files

Our software's log files record actions from our application.

If you experience issues with our software or your account, send us the log files. We can then review them for error messages or indicators of what might be causing the problem.

The log files are overwritten after 48 hours, so send us the files as soon as you can.

Desktop software (Windows or Mac)

Load our software (you don't need to log in). From the lobby, choose:

Help → Log Files (type in your username and any relevant details) → SEND LOG FILES.

This will automatically send us the log files and your explanation.

Sending your log files with other attachments

If you want to include other attachments (like screenshots) and send them together with your log files, you can do so manually. Open the lobby, and choose:

Help → Log Files → ZIP & SAVE

Save the file to your desktop (you may have to navigate to it as the default location is the settings folder). You can send us the log files via our software or website.

What if I can't open the software?

Try to run our software for at least 3 to 4 minutes and leave it 'attempting' to connect. Even if there is an error, keep the program open for a few more minutes.

Once the time has passed, follow the steps that apply to your operating system:

Windows
  1. Press the 'Windows Key' + 'R' (at the same time).
  2. Type or copy/paste the text below into the area provided and press 'Enter':
    %USERPROFILE%\AppData\Local
  3. Find and open our software's folder.
  4. Look for all files ending in .log.0 or .log.1.
  5. Drag these files to the desktop for easy access.

Forward the log files to us via our software or website. Include your username and any relevant details.

Check out this video for step-by-step instructions:

Mac OS X
  1. Open the Finder, and on the menu bar at the top of your screen, press 'Go' and then 'Go to Folder'.
  2. Type or copy/paste the text below into the area provided and press 'Enter':
    ~/Library/Logs
  3. Find and open our software's folder.
  4. Look for all files ending in .log.0 or .log.1.
  5. Drag these files to the desktop for easy access.

Forward the log files to us via our software or website. Include your username and any relevant details.

If you are using our mobile app, pick the option below:

Mobile app (Android or iOS)
  1. Load the app on your mobile device and log in. If you can't log in, follow step 2, otherwise skip to step 3.
  2. Close the login window by pressing the 'X' on the top-right.
  3. Tap on the 'Account' icon to launch the Account Panel.
  4. Choose 'Help', then 'Send Log Files to Support'.
  5. Type in your username and any relevant details.
  6. Tap 'SEND LOG FILES'.

This automatically sends the files to us.

Once we receive and review the files, we can then give you the appropriate help.

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