We know you are busy, and we respect your time. We can help you most time-efficiently if you follow these instructions when reporting an issue. If you are super rushed, #2 below is the bare minimum we need to start resolving your problem.
Before contacting support:
1. Please ensure you are using the latest version of Auto-Bounce. The most recent releases and public betas can be found here.
2. Before sending a support request, please check the Knowledge Base, Quick Start Guide, and F.A.Q.
3. If you need to contact us or report a problem, you can submit a ticket by clicking here.
In order to address your issue as quickly as possible, please include the following in your report:
Please include your Auto-Bounce version, Logic version, Mac OS and Model.
A Video Capture of the issue (we recommend DropBox Capture or Quicktime)
The Logic Project you are using. (You can remove MIDI, Audio and all PLUGINS if you have security concerns)
The Crash Report file. Instructions are below. (Do not copy and paste the crash report)
A Debug Report. Instructions are below.
Again, If you are in a rush, the video capture is the most important thing to send us and is often enough to resolve most issues.
If you do not see an immediate response in your email, it may have gone to your spam folder. To ensure you don't miss our response, please allow emails from "support@auto-bounce.freshdesk.com" and add this email address to your address book.
Sending us a Crash Report:
1) Open the Console application on your Mac.
2) Click on "Crash Reports" in the left panel.
3) Make sure your reports are sorted by Date, with the newest one at the top
4) You should see "AutoBounce" at the top under "Process Name."
5) Right-Click (Control-Click) on the AutoBounce entry and select "Reveal in Finder."
6) A new Finder window will open. Please drag that ".ips" file into your reply to us.
Sending us a Debug Report:
In some cases, we might request that you send us a debug report. If so, the video below will walk you through the process.