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:
This will now open the location containing the log files:
- Macintosh HD/Users/your username/Library/Sonarworks/Logs
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
- In Finder, open up your Macintosh HD folder.
- Press Command + Shift + . (Dot)
- Your hidden files will become visible. Repeat step 2 to hide them again!
Log file location on Windows
Navigate to the following folder:
- C:\Users\your username\AppData\Local\Sonarworks\Logs
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
- Click on View in Windows Explorer
- Check the Hidden Items checkbox
- Uncheck the Hidden Items checkbox to hide hidden items again!