In the event of an issue with a native plug-in or UA Connect, the Customer Care team may request that you send log and system information files when initiating a support ticket. These documents are readily accessible to you in the locations listed below by clicking the tab corresponding to your operating system.
macOS
UA Connect / UADx Logs
To access the UA Connect and native plug-ins logs on macOS, follow these steps:
- Open a new Finder window.
- On your keyboard, press and hold the Shift + Command + G keys to open the Go To Folder menu.
- Copy/paste the following file paths to access the folders containing the logs:
- ~/Library/Logs/Universal Audio
- ~/Library/Logs/DiagnosticReports
- ~/Library/Logs/Eden/iLokLicenseManager
- /Library/Logs/PACEAntiPiracy/Eden/LicenseServices
- Copy/paste these files into one folder on your desktop.
- Create an archive of this folder by right-clicking on the folder and selecting Compress 'filename'
- Attach the zip file when replying to our Customer Care agent.
Note: If accessing the~/Library/Logs/ hidden folder manually, hold down the Option key while clicking on the Go menu in the Mac Finder in the Menu Bar at top of screen when Finder is in the foreground. When Option is pressed while viewing the Go menu, the Library location becomes visible in the menu so the hidden folder can be opened.
Additionally, unlike the other folders, the "LicenseServices" folder is not in the "hidden library" it is in the global Library location.
System Report File
On macOS Ventura 13 & later versions:
- Click on the Apple Menu > About This Mac > More Info...
- Scroll to the bottom of the General panel and click System Report.
- Go to the File menu in the top menu bar and select Save to save it on your desktop.
- Attach the saved SPX file when replying to our Customer Care agent.
On macOS Monterey 12 & previous versions:
- Click on the Apple Menu > About This Mac > System Report.
- Go to the File menu in the top menu bar and select Save to save it on your desktop.
- Attach the saved SPX file when replying to our Customer Care agent.
Windows
UA Connect / UADx Logs
- Press the [Windows] key and type %localappdata%.
- Press the [Enter] key on your keyboard.
- Open the Universal Audio folder and find the Logs folder inside.
- Right click the Logs folder select Send to > Compressed zip.
- Attach the zip file when replying to our Customer Care agent.
Windows System Information File
- Press the [Windows] key and type msinfo32 without quotes.
- Press the [Enter] key on your keyboard.
- On the screen that appears, click File > Save.
Note: Save this file in the NFO file format. - Attach the NFO file that was created when replying to our Customer Care agent.