Finding and Sending Log Files

When contacting support about crashes or bugs, log files help our team diagnose issues quickly. Here’s how to find and send them.

What are log files?

Log files are automatic records of what the software was doing, especially during crashes or unexpected events. They give our developers behind-the-scenes information to identify and fix problems.

Finding the log file

Log files are stored in the crashes subfolder of your Playback data folder. See Data Folder Locations for platform-specific paths and instructions on accessing the folder.

Look for a file named runtime.txt in the crashes folder. This contains the most recent log data.

Sending the log file

1. Open an email to support@epilogue.co

2. Briefly describe the issue:

   • What you were doing when the problem occurred
   • Whether it happens consistently or randomly
   • Any specific actions that trigger the issue

3. Attach the runtime.txt file

4. Include your operating system and version

   

   

5. Send the email

What happens next

Our team will analyze the log file to understand what went wrong. We may follow up with additional questions or provide a fix in a future update.

Tips

• Send logs as soon as possible after a crash. Newer logs overwrite older ones
• The more details you provide about reproducing the issue, the faster we can help
• If you have multiple crashes, the log file contains the most recent one