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Support Tool Log Collection

Support Tool - Log Collection

The Support Tool, developed by our C++ team, not only offers a convenient method for guiding customers in collecting log files from their computers but also assist our R&D team in obtaining essential information for further investigation.

Internal Help Center (Share this information with customers who require additional assistance.) Log Collection for BIAS FX 2 (macOS)

Log Collection for BIAS FX 2 (Windows)

macOS

This tool, developed by our software engineering team, is designed to collect the essential logs from your computer. These logs play a crucial role in helping our engineering team pinpoint the primary cause of the issue and work towards resolving it effectively.

*Logs serve as records or files that document various activities within operating systems, software applications, or networks. They are essential for troubleshooting, security analysis, and system monitoring, offering valuable insights into system behavior.

Rest assured, this tool will specifically focus on collecting BIAS FX 2-related activities on your computer, ensuring precise and targeted analysis.

Please follow the instructions below to collect the logs on your computer.

  1. Download and unzip the Support Tool here. 1.png

  2. Launch the Support Tool by right-clicking on it and selecting "Open". 2.png

  3. Click on "Open" on the pop-up warning to run the Support Tool. 3.png

  4. Follow the instructions on the Support Tool and send the zip file to our support specialist. 4.png

  5. Locate the zip file generated by the tool and send it to our support team.  5-1.png 5-2.png

Windows

This tool, developed by our software engineering team, is designed to collect the essential logs from your computer.  These logs play a crucial role in helping our engineering team pinpoint the primary cause of the issue and work towards resolving it effectively.

*Logs serve as records or files that document various activities within operating systems, software applications, or networks. They are essential for troubleshooting, security analysis, and system monitoring, offering valuable insights into system behavior.

Rest assured, this tool will specifically focus on collecting BIAS FX 2-related activities on your computer, ensuring precise and targeted analysis.

Please follow the instructions below to collect the logs on your computer.

  1. Download the Support Tool here. 

  2. Launch the Support Tool by right-clicking on it and selecting "Run as administrator".  W2.png

  3. Click on "Yes" on the pop-up warning to run the Support Tool.

  4. Follow the instructions on the Support Tool and send the zip file to our support specialist.
    W4.png

  5. Locate the zip file generated by the tool and send it to our support team.   W5.png

W5-2.png

Support Tool - Back/Restore Presets

macOS

This tool, developed by our software engineering team, is designed to collect the essential logs from your computer. It can also back up your presets in BIAS FX 2 before resting BIAS FX 2 on your computer.

Rest assured, this tool will specifically focus on resetting BIAS FX 2-related files on your computer.

Reset

Please follow the instructions below to reset BIAS FX 2 on your computer:

  1. Download and unzip the Support Tool here. Pasted image 20240125153314.png

  2. Launch the Support Tool by right-clicking on it and selecting "Open". Pasted image 20240125153325.png

  3. Click on "Open" on the pop-up warning to run the Support Tool. Pasted image 20240125153453.png

  4. Click the "Backup & Reset" tag on the bottom-left corner. Pasted image 20240125153540.png

  5. Click "BACKUP & RESET".  Pasted image 20240125153525.png

  6. Confirm and click the button again. Pasted image 20240125153802.png

  7. Done! Your presets will be backed up in the folder saved in /Documents folder. Pasted image 20240125153820.png

Restore

Please follow the instructions below to restore your presets from the backup folder:

  1. Launch BIAS FX 2 and close it.

  2. Navigate to "/Documents/PositiveGrid/". Pasted image 20240125154024.png

  3. Delete the "BIAS_FX2" folder. Pasted image 20240125154039.png

  4. Rename the backup folder from "BIAS_FX2_BACKUP_yyyymmddhhmmss" to "BIAS_FX2".

  5. Launch BIAS FX 2 again and you should find your presets.

Windows

This tool, developed by our software engineering team, is designed to collect the essential logs from your computer. It can also back up your presets in BIAS FX 2 before resting BIAS FX 2 on your computer.

Rest assured, this tool will specifically focus on resetting BIAS FX 2-related files on your computer.

Reset

Please follow the instructions below to reset BIAS FX 2 on your computer:

  1. Download the Support Tool here.

  2. Launch the Support Tool by right-clicking on it and selecting "Run as administrator". Pasted image 20240125154133.png

  3. Click on "Yes" on the pop-up warning from User Account Control to run the Support Tool.

  4. Click the "Backup & Reset" tag on the bottom-left corner. Pasted image 20240125154145.png

  5. Click "BACKUP & RESET".  Pasted image 20240125154159.png

  6. Confirm and click the button again. Pasted image 20240125154207.png

  7. Done! Your presets will be backed up in the folder saved in /Documents folder. Pasted image 20240125154218.png

Restore

Please follow the instructions below to restore your presets from the backup folder:

  1. Launch BIAS FX 2 and close it.

  2. Navigate to "\Documents\PositiveGrid\". Pasted image 20240125154232.png

  3. Delete the "BIAS_FX2" folder. Pasted image 20240125154242.png

  4. Rename the backup folder from "BIAS_FX2_BACKUP_yyyymmddhhmmss" to "BIAS_FX2". Pasted image 20240125154249.png

  5. Launch BIAS FX 2 again and you should find your presets.

If BIAS FX 2 doesn't function properly after restoration, please contact our support specialist for further assistance.