IMPORTANT: If not you provide us the Aquarius Desktop support data file the help-desk agents will not be able to provide you any help.
On Windows operating systems, the installation and authorization process occurs in a single phase, handling everything from downloading to the actual installation. In contrast, in the macOS operating systems, Aquarius Desktop application (ADA) uses a two-phase process.
- Phase 1: The Aquarius Desktop application (ADA) performs the download, archives the package, extracts its contents, and creates the installation script.
- Phase 2: The Aquarius Desktop application (ADA) runs the script and completes the installation.
Changes to the file system only occur during Phase 2, when the Aquarius Desktop Helper Tool executes the installation script. If this script fails, no changes are made to the system, and the downloaded files remain on the device.
Please follow these instructions to help us gather the necessary information for troubleshooting the installation issues:
- Before you make any changes to your computer system, we strongly recommend developing and running a contingency plan that integrates a solid and reliable backup system.
- Download and install the latest Aquarius Desktop application (ADA).
- Log-in to the Aquarius Desktop application using your email user-name and password.
- Purge the Aquarius Desktop stage area. If you would like more information on this topic, you can read and follow the solution in our knowledge base (KB): how to purge the Aquarius Desktop application stage area.
- Do a control + click on the Aquarius Desktop application logo in the upper left corner to reveal the troubleshooting window.
- Enable the Aquarius Desktop application (ADA) LOG and click on OK.
- Download the problematic product again and check that all files are created in the plug-in destination folder.
- Do a control + click on the Aquarius Desktop application logo in the upper left corner to reveal the troubleshooting window.
- Click on create support data file (SDF).
- Go to your computer desktop, and all files necessary are compressed into a single zip file.
If the SDF ZIP file is too large to send through the help-desk platform, please upload it to a free cloud storage service and share the download link with us
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.
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