Getting Support for Source-Connect 4

Comprehensive documentation is available on this website. If your question is not answered please contact us via telephone, email or we can arrange communication over other methods such as Skype on request. 

• Online Support: http://www.source-elements.com/support 
• Email: support@source-elements.com 

We recommend reading through our Support Contract policies to familiarize yourself with our different support tiers, and the support you will have depending on whether you have a license or a subscription. 

When emailing Support, please provide us with the information required to resolve the issue. These include, for example, your computer type, host version, and as much detail about the problem you are having as possible. This will assist us in responding to you with relevant assistance more rapidly. 

Where to find Source-Connect logs

In addition to the Logs tab, where you can see contextual log information (such as connectivity and login information), there is a new Source-Connect log file generated every time you open up the application. These logs are very useful when troubleshooting any issues you are having, and the Source Elements support team will usually ask you for logs when investigating problems.

On macOS, you can find the log files in Users/Library/Application Support/Source Elements/Source-Connect/<username>. Also, check the following folders if you don't find any logs:

• /<your user>/Library/Logs/DiagnosticReports
• /<your user-home>/Library/Logs
• /<your user-home>/Library/Logs/CrashReporter

On Windows, you can find them in C:/Users/%USERNAME%/AppData/Roaming/Source-Connect. Keep in mind that the AppData folder is hidden by default and you will need to unhide it first.

How to find your Source-Connect version 

When reporting any issues to the support team, please provide them with the software version you are using (4, 4.1, etc.). In order to find the version on both Mac and Windows, open the Source-Connect application and look at the login screen. The application version is included under the “Login” section: