Comprehensive documentation is available on this website. If your question is not answered please contact us via telephone, email or we can arrange communication over other methods on request. 

• Online Support: http://www.source-elements.com/support 
• Email: support@source-elements.com 

We recommend reading through our Support Contract policies to familiarize yourself with our different support tiers, and the support you will have depending on whether you have a license or a subscription. 

When emailing Support, please provide us with the information required to resolve the issue. These include, for example, your computer type, host version, and as much detail about the problem you are having as possible. This will assist us in responding to you with relevant assistance more rapidly. 

Basic diagnostics

The Logs tab records contextual log information (such as connectivity and login information). This information can be shared via screenshot with the support team to troubleshoot issues.

When reporting any issues to the support team, please provide them with the software version you are using (4, 4.1, etc.). In order to find the version on both Mac and Windows, open the Source-Connect application and look at the login screen. The application version is included under the “Login” section or the About box:

How to find your Source-Connect version before logging in: look at the last line, the version will start with a number:

You can also find the version from the About box when logged into Source-Connect.

Diagnostic and crash logs

You may sometimes generate crash or diagnostic logs in case of system errors. These logs are very useful when troubleshooting any issues you are having, and the Source Elements support team will usually ask you for logs when investigating problems.

On macOS, check the following folders for a crash log with the name ‘Source-Connect’:

• /<your user-home>/Library/Logs
• /<your user>/Library/Logs/DiagnosticReports
• /<your user-home>/Library/Logs/CrashReporter
• /Volumes/<your hard drive>/Logs/DiagnosticReports
• /Volumes/<your hard drive>/Logs/CrashReporter

On macOS your User Library folder may be hidden by default: click on the Go menu from the Finder and hold down the Option key, the User Library folder will appear in the menu.

On Windows, you will use the Event Viewer. The Event Viewer is the primary tool for checking crash logs in Windows. It provides an organized way to browse and filter system events. To check the crash logs in a Windows 10 or Windows 11 system:

Open the Event Viewer by pressing Win + R, entering eventvwr in the Run command prompt, and pressing Enter.
In the left-hand pane, expand Windows Logs and select Application. The Actions Menu will display a list of events and you can search for any Source-Connect related errors. 

 

Extra support logs

You may be asked to install a special logging version, which generates a log file every time you open up the application. These logs are very useful when troubleshooting any issues you are having, and the Source Elements support team will work with you when investigating problems.

On macOS, you can find the log files in Users/Library/Application Support/Source-Connect/<username>. 

On Windows, you can find them in C:/Users/%USERNAME%/AppData/Roaming/Source-Connect. Keep in mind that the AppData folder is hidden by default and you will need to unhide it first.