[et_pb_section fb_built=”1″ _builder_version=”4.16″ _module_preset=”default” custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” background_last_edited=”off|desktop” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ _module_preset=”default” width=”100%” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n
Do you have problems with the program and need help from our support team? Then let us explain more about UltraMixer logfiles. <\/span><\/p>\n Whenever you are able to start UltraMixer successfully, the program will write a file with an event report. These logfiles contain information about your operating system, the graphics card used and, if applicable, reports on sources of errors within the program. <\/span><\/p>\n Our developers will need these logfiles to help you locate the problem. <\/span><\/p>\n There are different methods to get to the location of these files.<\/span><\/span><\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.22.2″ _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n The easiest way would be within the UltraMixer Settings > Advanced > Support by sending the files via the form.\u00a0<\/span><\/p>\n 1. Add your own Email Address We will receive your message and reply as soon as possible.<\/p>\n [\/et_pb_text][et_pb_image src=”https:\/\/ultramixer.com\/wp-content\/uploads\/2023\/09\/ultramixer-logfiles-support.png” _builder_version=”4.22.2″ _module_preset=”default” title_text=”ultramixer-logfiles-support” hover_enabled=”0″ sticky_enabled=”0″ max_width=”400px” module_alignment=”center”][\/et_pb_image][et_pb_text _builder_version=”4.22.2″ _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″]<\/p>\n A second way would be within the UltraMixer Settings > Advanced > Other by clicking the button “Show Data Directory”. <\/span><\/p>\n This will take you directly to the storage location of UltraMixer with all associated files.<\/span><\/p>\n Here are more details about these steps. For English, please enable the subtitles.<\/span><\/p>\n [\/et_pb_text][et_pb_video src=”https:\/\/www.youtube.com\/watch?v=BmhCPEDFkOY” _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_video][et_pb_text _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n If you cannot open UltraMixer but still need the logfiles, you have the option of navigating to the UltraMixer file directory within Windows Explorer or the Mac Finder.<\/span><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ _module_preset=”default” width=”100%” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n In the first step, you will have to enable “show hidden files” within Windows Explorer.<\/span><\/p>\n [\/et_pb_text][et_pb_image src=”https:\/\/ultramixer.com\/wp-content\/uploads\/2021\/07\/Win10VersteckteDateien-1.jpg” title_text=”Win10VersteckteDateien” _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n Then navigate to the following directory:<\/p>\n C:\\Users\\<YourWindowsUserName>\\AppData\\Roaming\\UltraMixer6\\logfiles\\<\/strong><\/p>\n Here you will find a file named log.txt – this file is containing the logfiles. You don’t need to open or change anything, just open your email program, attach the file and send it to our customer support team.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ _module_preset=”default” width=”100%” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n For Mac, directly navigate to the following directory:<\/p>\n
2. Support Code: 1111
3. Write a message with further details of your problem – if possible, then add the time when the error occurred.<\/span><\/p>\nWindows<\/h2>\n
Mac OS<\/h2>\n