If something isn’t working right and you’re writing to support, attach a support report. It’s a single file that gathers everything we need for a quick diagnosis: information about your computer, the program’s version and settings, and the current project. With it, support will pinpoint the cause many times faster than from a description in words.
📍 Where: Help → Collect support report.
How to send the report:
- Open the Help menu and choose Collect support report.
- The program gathers the data and saves the file to your Desktop, copying the path to it to the clipboard (a notification appears).
- Attach this file to your support message — and describe what happened.
What’s inside the report:
| Section | What for |
|---|---|
| About the computer | OS, resolution, etc. — to understand the environment |
| About the program | Version, settings, DMX connection state |
| About the project | Your fixtures, scenes, chases — to reproduce the problem on our end |
💡 Tip: collect the report right after you run into the problem, without restarting the program — that way it captures the current state in which the failure showed up.
⚠️ Note: the report is a plain data file with your project and system info (no passwords), but you still shouldn’t post it anywhere publicly. It’s meant for our support team and is needed for diagnostics.
