Help us help you (read before submit a support ticket)

Modified on Thu, 7 Sep, 2023 at 5:01 PM

1 - General issues report

To enable Acustica Audio agents to assist you with your problem, please provide a complete system hardware report and a complete description of the problem you're experiencing, including the exact error text and/or error number you're getting. By complete we mean describe exactly what's occurring in as much detail as possible, what you're doing when the problem occurs, what any relevant settings are, list any troubleshooting steps you've tried, as well as any other information that may be relevant as:

Screen capture with product settings and/or error messages.
Video screen capture with the steps to reproduce the wrong behaviour.
Audio file in WAV format.
Audio host(s) (DAW/NLE) session where wrong behaviour can be reproduced.

The more detail you can provide, the easier it is for us to help you. If you do not provide enough information, we will just be referring you back here until you do. This is important - we're not asking you because we feel like it but because we need the information to troubleshoot properly. We can't see your system, how you are working, what your settings are, or anything like that, so please provide that information so we have solid info to work with.

2 - Product failure report or intermittent errors report

Following the general issues report, you should additionally provide us:

A complete system hardware report. Read and follow the solution: how to make a system hardware report in our knowledge base (KB).
A complete description of the problem you're experiencing.
Step-by-step procedure to replicate the failure.
Video screen capture showing the failure (optional).
Screen capture with product settings and/or error messages.
Audio host (DAW/NLE) session where wrong behaviour can be reproduced.
Audio file(s) in WAV format.
Product version and release (information can be collected on Aquarius).

3 - macOS crash report

After a crash occurs on macOS, you’ll see a problem report window. Place your cursor in the lower text area of the dialogue, select all of the text, and copy it, then paste it into a text file.

Following the general issues report, you should additionally provide to us:

A complete system hardware report. Read and follow the solution: how to make a system hardware report in our knowledge base (KB).
A complete description of the problem you're experiencing.
Text file with the complete macOS crash report (mandatory).
Step-by-step procedure to replicate the crash.
Video screen capture showing the crash (optional).
Audio host (DAW/NLE) session where wrong behaviour can be reproduced.
Audio file(s) in WAV format.
Product version and release (information can be collected on Aquarius).

NOTE: If your host application (DAW or NLE) is hanging, freezing, or stops responding. Go to macOS Activity Monitor and kill your host application (DAW or NLE), and then the macOS crash report will be generated.

4 - Windows crash report

After a crash occurs on Windows, Windows error reporting (WER) will create a dump file in "C:\Users\%username%\AppData\Local\CrashDumps" without the quotes.

Following the general issues report, you should additionally provide us with the following:

A complete system hardware report. Read and follow the solution: how to make a system hardware report in our knowledge base (KB).
A complete description of the problem you're experiencing.
Dump file (or files) created by Windows WER (mandatory).
Step-by-step procedure to replicate the crash.
Video screen capture showing the crash (optional).
Audio host (DAW/NLE) session where wrong behaviour can be reproduced.
Audio file(s) in WAV format.
Product version and release (information can be collected on Aquarius).

NOTE: If your host application (DAW or NLE) is hanging, freezing, or stops responding. Go to Windows Task Manager. Then find your host (DAW or NLE) application and do right-click and select "create dump" file. After creating the dump file, kill your host application (DAW or NLE).

The Acustica Audio single point of contact (SPOC) is the Acustica Audio help-desk portal. In order to access to Audio help-desk portal go to the Acustica Audio website and then to the support section. We do not provide help, assistance, or support via social networks, public forums, or through our email accounts.