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
- Go to Windows Explorer.
- Open the C: drive.
- Click Organize on the menu bar.
- Select Folder and Search options.
- Select the View tab.
- Under Files and Folders > Hidden files and folders, select the option Show hidden files, folders and drives.
- Click OK.
Windows 8, 10
- Launch Windows Explorer.
- Then click on the View tab. You will see a screen similar to the one below.
- Put checkmarks in the checkbox labeled Hidden items.
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
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.
2. Locate Application Logs for Capture One.
The User Library is hidden on macOS by default. To access the User Library, launch Finder and click Go in the main menu. Then hold the Alt/Shift key when going down through the list, and select the Library option there. Go to 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.