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    Knowledgebase article

    Article ID 1624
    Summary Locating Capture One Logs On Mac
    Problem How do I send Technical Support my System profile, Crash Log or Capture Core Log to tech support?
    Solution

    The info below describes in detail how to provide the logs and system profie to Tech support.

    When attaching files, please make sure to click the “Upload” button after browsing each file and before submitting the case.

    If you have more than a couple of files, it can save you time to zip all the files into a folder and upload the zip file.




    System .SPX (hardware profile)
    The System Log can be found using the About this Mac in the upper left corner just below the "Apple" > More Info... to lauch the System profiler

    In System profiler choose: File > Save as...
    This System Profile is only telling us about your local Mac configuration and will save the profile to the location specified.


    Crash Logs (user/library/logs/DiagnosticReports)
    If the software crashes - the system application Console Log will generate a crashlog file which can be saved into a textfile and mailed to Phase One attached to a Supportcase.

    In order to retrieve the Crash log manually however, you will either need to launch the Console application or retrieve them from the user/library/logs/DiagnosticReports folder.

    Please also include any other Capture One related crash logs located in the CrashReporter folder (user/library/logs/DiagnosticReports). These together will show us a complete history of crashes and thus help troubleshooting of a case.


    Application Logs (user/library/logs) for Capture One 4, 5 6, and 7.
    Please note that these logs are stored in your own user Library and not in the system Library - location varies slightly by OS version. You can either view log files in Console by launching the Console app from utilities, or by navigating to the folders noted in bold.

    The following four files are needed for support, namely:

    NOTE: Capture One 7 has a seperate application log:
  • com.phaseone.captureone7.log

  • com.phaseone.captureone.log
  • CaptureOneCC.Log (in some cases also CaptureOneCC-previous.log)
  • CaptureOneIC.Log
  • CaptureOneICOCL.Log
  • CaptureOneICP.Log

    6.2 onward includes a 5th log file:
  • com.PhaseOne.QLICProcessor.log

    Note: If you are using the 10.7 Lion or 10.8 Mountain Lion OS
    To Locate the User Library go to the User Library folder from Finder by selecting: Go>Go to Folder...
    You can then enter the folder destination "~/Library"







    Mac OS 10.6 Snow Leopard
    The following screenshot shows you how to navigate into the Crash Reporter folder and C1 logs. Then choose a file and save it. After saving it please upload to a Support case. If there are many files to choose from, choose the file with the latest date (the date is part of the file name).





    Mac OS 10.5 Leopard
    The following screenshot shows you how to navigate into the Crash Reporter folder and C1 logs. Then choose a file and save it. After saving it please upload to a Support case. If there are many files to choose from, choose the file with the latest date (the date is part of the file name).





    Mac OS 10.4 Tiger,
    The process is almost the same as 10.5 Leopard below, but omits the “Log Files” step. Therefore you can locate Capture One crash logs by going to the menu item File -> Open Quickly -> ~/Library/Logs/CrashReporter.






    Capture Core Log
    In rare cases we may ask you to monitor your Mac when using Capture One. This in order to monitor why and where the application causes an issue on your local Mac. The attached application will monitor the last day of using Capture One.

    Please note that the Capture Core registration will be emptied after restarting Capture One. We therefore recommend Capture One remains running in case we ask you to monitor Capture One with the small application.

    The application consists of 2 files - a readme file and the application itself. The application can be used on PowerPC Mac's as well as Intel based Mac's.






  • Last updated August 7, 2013
    Links Capture Core Log application