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Knowledge base
Knowledgebase article
Article ID 1624
Summary Locating Capture One Logs on Mac
Problem

How do I send Technical Support my System profile, Crash Log and Capture Core Log.

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

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

 


Using the Script: Capture One 8

1. Go to the Scripts menu in Capture One 8 and choose "File Packager"



2. Choose "Create Package"



3. If you want to add files such as screen shots or raw files do so at the next prompt, otherwise click "Continue"



4. Click "Create Complete Package." (the simple package excludes the system profile, however the system profile is very helpful for tech support)



5. A zip file will be placed on your desktop. Attach this to your support case the next time you respond.




 



Manually producing the files (Capture One 7 and older)

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 option 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.









     
   
Links Capture Core Log application

 




Related Articles

Log collectors for Mac OSX 

 

Locating Capture One Logs On Windows 

 

How do I create a system summary report for Phase One technical support? 

Last updated 21-08-2015
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