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Desktop Software Troubleshooting Guideline

Narrow down the issue

  • Backup the presets and try reinstalling the program.

  • If the issue has to do with general usage, verify if the same issue can be reproduced on another computer.

  • If the issue has to do with account or license, please ask the user to try

    • Connecting to another internet connection (or smartphone hotspot)
    • Turning off firewall and antivirus programs temporarily
    • Resetting the host file

If the issue persists, ask the user to provide the following information

  • Version of BIAS FX 2

*Make sure both standalone and plugin are both up-to-date and at the same version

  • OS (Mac / Windows) and the OS version

  • Happening to both Standalone and plug-in versions, or only one of them?

    • If only plug-in is having the issue, what DAW is the user using? 

    • Does the issue persist in another DAW? (We often recommend testing out Reaper because it’s free, available on both platforms, and can run various plug-in formats (AU, VST2, VST3).)

  • The precise steps for reproducing the issue.

  • Collect the crash log for further verification. Below is the instruction we can offer the user.

Please download the support tool and follow the steps below to send us the files for verifying: SupportTool v0.4.10

[Steps]

Windows:

  • double-click "log_enable_win.bat" (For Win),
  • reproduce the issue again
  • double-click "collectinfo-win.bat" (For Win),
  • double-click "log_disable_win.bat" (for Win),
  • get the zipped file generated and send it back to us

Mac:

  • double-click "log_enable_mac.command" (for MAC)
  • reproduce the issue again
  • double-click "collectinfo-mac.command" (for MAC)
  • double-click "log_disable_mac.command" (for MAC)
  • get the zipped file generated and send it back to us

[Sending the file]

  • Go to WeTransfer (https://wetransfer.com/), hit 'Add Your File' and upload the file *Hit the '...' icon on the bottom left, click on 'Send as link'
  • Copy and paste the link back to the email you're reading right now, then hit reply

Ask the user to verify if there's any workaround to the issue

Once all the above information is collected, please forward it to Dans for further assistance.