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

Modified on Mon, 21 Feb 2022 at 05:24 PM

1 - General issues report

To enable Acustica Audio agents to assist you with your problem, please provide a complete system hardware report 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 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 behavior.
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:

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 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 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 behavior 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 macOS Activity Monitor and kill your host application (DAW or NLE), 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 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.
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 behavior 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 Windows Task manager. Then find your host (DAW or NLE) application and do a right-click and select "create dump" file. After the dump file is created, kill your host application (DAW or NLE).

Do not send us emails or reply to the help-desk solutions, since the ticket will be created without any property and our help-desk agents will not answer them.

To contact the 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.