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Where to find your Crashlogs

Discussion in 'Technical Issues' started by Keir @ NI, Oct 11, 2016.

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  1. Keir @ NI

    Keir @ NI Community, man NI Team

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    Where Can I Find the Crashlogs Related to my NI Application?


    On rare occasions, while operating a Native Instruments application, the software may shut down unexpectedly. This is also known as a software crash and it can have several causes such as incompatibility with a connected third-party audio device, stability issues caused by the operating system version being used or conflicts with another running application or service (e.g. Antivirus software, Wi-Fi connection, etc.).

    In order to locate the cause of the software crash, it is often necessary to access the crashlogs. A crashlog is a document generated automatically by the operating system at the time the application closes unexpectedly. It contains important information that helps our tech support staff and our software engineers determine the cause of the issue.

    Locating the Crashlog(s)
    In case you experience a sudden shut down of your NI application, you can retrieve its related locations as explained below for your corresponding operating system.

    It is adviced to include the crashlog when reporting an issue (software shuts down unexpectedly) either to our tech support staff via our Support Form or to our User Community in form of a public post.

    Mac
    You will find the crashlog(s) related to your NI application in the following path:

    • Macintosh HD > Users > *Your username* > Library > Logs > DiagnosticReport > "*product name -Timestamp*.crash"
    Note: On newer Mac OS systems where 10.7 (Lion) or later is installed, the User Library folder is hidden. To access it, click on the task bar entry Go and press down the Alt key. The Library entry will become visible in the drop-down menu and can now be selected.

    In the DiagnosticReport folder you can select the .crash file named after your NI Application and followed by the timestamp.

    The below example shows a crash file generated after the NI Application KOMPLETE KONTROL quit unexpectedly on May 5th 2016 at 11:00.37 am

    Komplete Kontrol_2016-10-05-110037.crash

    Windows
    You will find the crashlog(s) related to your NI application in the following path:

    • C:/ > Users > *Your username* > Documents > Native Instruments > *name of the NI Application* > Crashlogs > "*timestamp- product name*.mini.nicrash"
    The below example shows a crash file generated after the NI Application KONTAKT 5 quit unexpectedly on December 1st, 2016 at 17:36.55 pm

    07.01.2016 17_36_55 - Kontakt 5-mini.nicrash

    Note for TRAKTOR users: TRAKTOR generates separate folders for each update you have installed, so that you may find more than one subfolder named after this specific TRAKTOR version (e.g. Traktor 2.7.0, Traktor 2.8.1, etc.). Should you experience a crash while using TRAKTOR, you will find the corresponding crashlog file in the folder named after the version number in which the crash was observed.
     
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