1 - General issues report

To enable Acustica Audio agents to assist you with your problem, please provide a complete system profile as well as 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 infomation that may be relevant as:

  • Screen capture with product settings and/or error message.

  • Video screen capture with the steps to reproduce the wrong behavior (optional).

  • Audio file in WAV format.

  • Audio host(s) (DAW/NLE) session where wrong behavior 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 are just going to 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 to us:

  • Step by step procedure to replicate the failure.

  • Video screen capture showing the failure (optional).

  • Screen capture with product settings and/or error message.

  • Audio host (DAW/NLE) session where wrong behavior 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 occur on macOS, you’ll see a problem report window. Place your cursor in the lower text area of the dialog, 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:

  • Text file with the complete macOS crash report.

  • Step by step procedure to replicate the crash.

  • Video screen capture showing the crash (optional).

  • Audio host (DAW/NLE) session where wrong behavior can be reproduced.

  • Audio file(s) in WAV format.

  • Product version and release (information can be collected on Aquarius).


4 - Windows crash report

After a crash occur on Winddows, 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 to us:

  • Dump file (or files).

  • Step by step procedure to replicate the crash.

  • Video screen capture showing the crash (optional).

  • Audio host (DAW/NLE) session where wrong behavior can be reproduced.

  • Audio file(s) in WAV format.

  • Product version and release (information can be collected on Aquarius).


NOTE: the (optional) video screen capture showing the failure or crash will speed up the process of resolving your query.


To contact Acustica Audio support go to the ‘Support and Help-desk Section’ in your Acustica Audio account. We do not provide support via social networks, public forums, Acustica Audio forums, or email accounts.