Learn how to locate logs and system profile. If needed, you can attach and send those files to Technical Support when submitting a request. If you have a couple of files, you can put them in a folder and zip with a dedicated program.
For Windows users
1. Enable hidden files and folders
Hidden files and folders have to be enabled in order to locate the log files under Application Data.
Go to Control Panel -> Appearance and personalization -> Folder Options -> Show hidden files and folders
Navigate to the View tab and mark the Show hidden files, folders, and drivers option.
2. Locate the logs
Go to Users -> User Name -> AppData -> Local -> CaptureOne -> Logs.
NOTE: The logs named as "previous" are from older versions of Capture One. Only the latest logs are usually needed. The older logs can then be deleted.
3. Save a system profile
Saving a system profile is crucial for further problem diagnostic.
Press the Start button, type "msinfo32" (without quotes) in the search field and press Enter. This will launch the System Information window.
In the System Information window, select File -> Save.
Afterwards, the Save As window will appear, allowing you to choose the place on the computer to save the file. Choose System Information File (*.NFO) in the Save as type dropdown menu. Press Save to continue.
Upload your log files and system information file to the support case if needed.
For Mac users
For Capture One 20
There are 2 methods to locate log files on macOS:
- Automatically gather the files using the built-in script from Capture One.
- Gather the files manually.
Method 1. Automatically gather the log files using the script (available for Capture One 8 and newer versions).
NOTE: For macOS Catalina users, make sure to provide full access to Capture One on your computer.
1. Go to the Scripts menu in Capture One and choose the Get Logs option. In some versions of Capture One, the script name is File Packager.
2. In the window, click Create Package.
3. If you want to add files such as screenshots or raw files, do so at the next prompt. Otherwise, click Continue.
4. Click Create Complete Package (the simple package excludes the system profile, though the system profile can be very helpful for technical support, so you can go to Step 1 of Method 2 to learn how to get it manually).
5. A zip file will be placed on your desktop.
Method 2: Manually producing the files (If you cannot use the script or you have Capture One 7 or an older version).
1. Find System.SPX (hardware profile). The System Log can be found by navigating to the Apple menu icon in the upper-left corner of the desktop and selecting About this Mac. Then click System Report. In System Profiler, choose File -> Save and save it to your desktop. This System Profile provides information about your local Mac configuration.
NOTE: Before you proceed with Step 2, you will have to set up access to the User Library.
The User Library is hidden on macOS by default. To access the User Library, select one of the available options and proceed with the given instructions.
Option 1. Go to the Library folder from Finder by navigating to Go -> Go to folder.
You can then enter the folder destination "~/Library".
Option 2. Alternatively, you can press Go in the Finder menu next to the Apple icon, hold the Shift key when going down through the list, and select the Library option there. You will be redirected to the hidden Library folder.
NOTE: On OS X 10.11.x, the shortcut key is Alt rather than Shift.
2. Locate Application Logs for Capture One. Go to User -> Library -> Logs. You will have to take the following files (the actual files might vary slightly depending on the Capture One version):
- CaptureOneCC.Log (in some cases also CaptureOneCC-previous.log)
3. To find Crash Logs.bIf in case the software crashes, go to the system application Console Log that generates a crash log file.
Crash logs can be found in User -> Library -> Logs -> DiagnosticReports. These files provide a complete history of crashes and help in troubleshooting the case.
IMPORTANT: The 'Get Logs' built-in script was not working properly in Capture One 20.0.0 and Capture One 20.0.1 on Mac. If you have either of those versions installed on your computer, we highly recommend you to update it to the latest release (currently, it is Capture One 20.0.4 in April 2020).