Last updated: 09-05-2018
How do I send Technical Support my System profile, Crash Log and Capture Core Log.
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.
1. System .SPX (hardware profile)
The System Log can be found using About this Mac in the upper left corner in the "Apple" menu. Then Click "System Report." In System Profiler choose: File > Save and save it to your desktop.
This System Profile is only telling us about your local Mac configuration..
2. Application Logs (user/library/logs) for Capture One.
Application logs are stored in: User > Library > Logs.
The following files are needed for support, (actual files might vary slightly by version of capture one):
3. Crash Logs (user/library/logs/DiagnosticReports)
If the software crashes - the system application Console Log will generate a crashlog file.
Crash logs can be found in: User > Library > Logs > DiagnosticReports.
Please include any other Capture One related crash logs located in this folder. These together will show us a complete history of crashes and thus help troubleshooting of a case.
Note: THE USER LIBRARY IS HIDDEN ON MAC
To locate the User Library go to the Finder and click on the Go Menu. Then press Option (on MacOS 10.13 or 10.11 and older) or Shift (MacOS 10.12). The Library that appears in the menu is the User Library.
Go to the Finder and click on the Go Menu, then select Go.
You can then enter the folder destination "~/Library"
Log collectors for Mac OSX
Locating Capture One Logs On Windows
How do I create a system summary report for Phase One technical support?