This article is part of the Source-Connect Standard, Pro and Pro X 3.9 User Guides

Contact Source Elements for technical and general support

Comprehensive documentation is available on our 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
• Telephone
• After hours: Please leave a message with your name and phone number and we will return your call as soon as possible. If we can’t take your call immediately we call back at least the same day, if not earlier. We can also schedule an appointment for a convenient time for you. 
• Email: support@source-elements.com. When emailing Support, please provide us with the information required to resolve the issue: for example, your Source-Connect login, 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.

What should I send the team?

To report an issue, please provide the following information: 

• Source-Connect build number (available from the About box) 
• System configuration (Operating system, computer hardware) 
• DAW version and hardware e.g. Pro Tools HD 8.0.1, Digi192 
• Network configuration i.e. LAN, DSL, wireless etc 
• Source-Connect settings: username, settings 
• Bandwidth report, for example from http://speedtest net 
• Description of what action(s) you were taking when the issue occurred, for example who you were connected to and what the settings were Technical Support is available via email, telephone and directly over Source-Connect.

If Source-Connect is behaving unexpectedly and crashes, forward us the crash logs stored in your system to allow us to resolve the issue. We may also ask you to install a dedicated Debug version. This will generate a number of logs to help us track down issues that are specific to your system. You will find them in your Home/Library/Logs folder, if there are several please send them all, thanks!

CRASH LOGS:

/<your user>/Library/Logs/DiagnosticReports/Source-Connect(Pro/Standard).crash.log

DEBUG LOGS:

/<your user-home>/Library/Logs/Source-Connect.log /<your user-home>/Library/Logs/Source-ConnectF.log

To get to your User Folder: select the "Go" menu from the Finder/Desktop and hold down the "Option" key. Your "Library" folder will appear in the menu.

Since macOS 10.7 you cannot see your Library folder automatically. The easiest way to go to your Library folder is to select the "Go" menu in the Finder while holding down the Option key.

If you have no DiagnosticReports folder:

/<your user-home>/Library/Logs/CrashReporter/Source-Connect Pro.crash.log