Page tree

Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Diagnostic files can be very large and are sometimes impossible to send via email. We therefore ask that you submit any requested diagnostics via the Help Desk's built-in attachments feature, which supports files up to 2GB.

If you have multiple files to send, compressing them into a .zip or .rar archive before attaching them will save bandwidth and organizational headaches. Here's a guide to compressing folders on Windows and macOS.

...

Log files include information about how Dirac Live runs on your computer and helps us triangulate where, when, and how something has gone wrong while the program was running.

Windows

  • C:\Users\username\Dirac\logs
  • (%userprofile%\Dirac\logs)

macOS

  • /Users/username/Dirac/logs
  • (~/Dirac/logs)

Crash Dumps

If Dirac Live crashes, a minidump file will be created that contains information about the crash. Dirac Support can use this to triangulate software problems, so it's very useful to send these when you create a support ticket. Below are instructions for finding the crash dumps on your computer.

Windows

The minidumps can be found here:

  • C:\ProgramData\Dirac\CrashDumps

(files are called "DiracLive.exe.xyz.dmp")

ProgramData is a hidden folder, can be opened by pasting "C:\ProgramData\" into the address field in the file explorer and press Return.
If that doesn't work, try to paste "%programdata%" instead.

macOS

On Mac, minidumps are located here:

  • Macintosh HD\Users\username\Library (hidden folder)\Application Support\DiracLive\dump

To access the hidden Library folder:

  1. Open a Finder window.
  2. Hold the Alt ( ) key and click "Go" on the menu bar.
  3. While holding Alt ( ), click the "Library" option.
  4. Navigate to the proper folder from there.

Project Files

These are the filter design project files that Dirac Live uses for storing information about your listening environment and desired adjustments. You can reopen a saved project by using the project files. We use these to determine if something is out of the ordinary about your listening or recording setup.

...