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Locate log files manually on Windows and MAC

If you're experiencing issues with our software or your Stars Account, we may request that you send us the log files that our software generates. We can then review the log files for error messages or indicators of what may be causing the issue and provide you with the appropriate assistance.

Send them via our software, if you can open it. If you're unable to open our software, you can still locate them manually:

Windows Vista, Windows 7, Windows 8 and Windows 10
  1. Press the Windows Key + R (at the same time).
  2. Type the following or copy/paste into the area provided and press Enter:
    %USERPROFILE%\AppData\Local
  3. Locate and open our software's folder.
  4. Locate all files ending in .log.0 or .log.1.
  5. Drag these files to the desktop for easy access.
Windows XP
  1. Double-click My Computer on your desktop or start menu.
  2. Double click the C: drive to view your hard drive.
  3. Double click on Program Files.
  4. Scroll down and double-click on our software's folder.
  5. Locate all files ending in .log.0 or .log.1.
  6. Drag these files to the desktop for easy access.
Mac OS X
  1. Open the Finder and on the Menu bar at the top of your screen click Go and then Go to Folder.
  2. Type the following or copy/paste into the area provided and press Enter:
    ~/Library/Logs
  3. Locate and open our software's folder.
  4. Locate all files ending in .log.0 or .log.1.
  5. Drag these files to the desktop for easy access.

Forward the log files to us via our Contact Support form by going to:

Help → Contact Us

Important:
Include your Stars ID and any additional details related to the reason you are sending the log files.

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