Sending log files on Windows or Mac

If you're experiencing issues with our software or your account, send us the log files that our software generates. We can then review the log files for error messages or indicators of what may be causing the issue and provide you with the appropriate assistance.

It's important that you send us these files as soon as you can, as they will be overwritten after 48 hours.

To retrieve your log files, load our software (logging in is not required to carry out this action) and then, in the lobby, select:

Help → Log Files (include your username and any details related to the reason you are sending the log files) → SEND LOG FILES

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

Alternatively, you can save the log files as a ZIP file by choosing ZIP & SAVE. Your log files will then automatically be saved as a .zip file on your hard drive. To do this, open the lobby, then:

Help → Log Files → ZIP & SAVE

Save the file to your desktop (you may have to navigate to the desktop as the default location is the settings folder).

Send us the log files via our Contact Support form, which can be found as follows:

Help → Contact Us

To watch an instructional video (in English only) covering these steps, just hit the play button!