Locating Reference 4 log files

Find Reference 4 log files for issue troubleshooting. If you're experiencing some problems with the software, log files are beneficial for our team in resolving issues.

In this article:

Log files

If you encounter a technical issue while using a Reference 4 module (Systemwide app, Measure app, or the Reference DAW plugin) and believe that it is caused by the software itself, you are encouraged to contact our Customer Support team. Unless the bug is clearly reproducible on any computer, our developers will need to read the log files that are generated on your computer.

 

To speed up the response and resolution time, please attach the log files when submitting a ticket (to submit a support ticket, click on 'Submit a request' at the end of this article).

 

Log files are generated for each module separately. Plugin log files will have the relevant DAW name in the filenames, while Measure and Systemwide logs will be titled as such. If unsure which exact log files are needed (there can be many of them), compress the entire folder into a ZIP archive file and attach it to your support ticket.

 

Log file location on macOS

Open Finder and click on Go, proceed to Go to Folder... in the dropdown menu. Enter the following path in the Go to Folder window:

  • ~/Library/Sonarworks/Logs

Screenshot_2020-09-12_at_10.49.25.png

 

This will now open the location containing the log files:

  • Macintosh HD/Users/your username/Library/Sonarworks/Logs_SYS__Mac_-_Logs_-_MacHD__Users__yourusername__Library__Sonarworks__Logs.png

You can also navigate to this directory in Finder manually. N.B. Users/Library is a hidden location on Mac by default - to access it manually, you will need to allow Finder to show hidden files:

 

See hidden files on Mac via Finder

  1. In Finder, open up your Macintosh HD folder.
  2. Press Command + Shift + . (Dot)
  3. Your hidden files will become visible. Repeat step 2 to hide them again!

_CMD__-_Mac_-_Show_Hidden_Files.png

 

Log file location on Windows

Navigate to the following folder:

  • C:\Users\your username\AppData\Local\Sonarworks\Logs

2020-09-12_11_32_13-Logs.png

 

You can either navigate manually or copy the path to the Explorer address bar. Make sure you type in your username correctly if copying the path. N.B. The AppData folder is hidden by default - you will need to allow Explorer to show hidden files:

 

See hidden files on Windows via Explorer

  1. Click on View in Windows Explorer
  2. Check the Hidden Items checkbox
  3. Uncheck the Hidden Items checkbox to hide hidden items again!_WIN__Show_Hidden_Files__2_.png

Was this article helpful?

8 out of 8 found this helpful

Have more questions? Submit a request

0 comments

Please sign in to leave a comment.