201022 - ECHO/PULSE - Mac - Crash at startup - Unable to get Log Files using Echo or Livescribe Desktop

201022 - Mac - Crash at startup - Unable to get Log Files using Echo or Livescribe Desktop

Sending us system, Echo Desktop or Livescribe Desktop, and crash log files can often help us trouble shoot when there are issues with Desktop shutting down.

System Information
To get the system information, please click the Apple icon in the upper left of your desktop and select "About This Mac".

What is the "Version" number of your Mac OS?

With the "Version" window still open please:

Click the "More Info…" button.
Yosemite, Mavericks, Mountain Lion and Lion - Select the "System Report…" button from within the "Overview" tab and then from the top menu options select "File > Save…"  Snow Leopard and Leopard - From the top menu options select "File > Save As…"
Change the "Where:" location to your Desktop and click the "Save" button.
Drag the "SPX" file that is on your Desktop into the body of your cs@livescribe.com email.

Livescribe Log Files
To get the Livescribe logs please:

Activate your "Finder" menu by clicking somewhere on an unused area of your desktop.
Yosemite, Mavericks, Mountain Lion and Lion - Hold down the "option" key and from the menu options at the top of your desktop (Finder, File, Edit, View, Go, etc.) select "Go > Library > Application Support > Livescribe". Snow Leopard and Leopard - From the menu options at the top of your desktop (Finder, File, Edit, View, Go, etc.) select "Go > Home > Library > Application Support > Livescribe".
Hold down the control key, click on the "Log" folder and select 'Compress "Log"'.
You should now have a "Log.zip" folder in the "Application Support" folder.  Please attach the zipped "Log" folder to your email.

Crash Reporter Log Files
To get the Crash Reporter logs please:

Activate your "Finder" menu by clicking somewhere on an unused area of your desktop.
Yosemite, Mavericks, Mountain Lion and Lion - Hold down the "option" key and from the menu options at the top of your desktop (Finder, File, Edit, View, Go, etc.) select "Go > Library > Logs".  Snow Leopard and Leopard - From the menu options at the top of your desktop (Finder, File, Edit, View, Go, etc.) select "Go > Home > Library > Logs".
Double-click "CrashReporter".
Click on any of the "….crash.log" files to select one. 
Hold the command (⌘) key down and then press the A key.  This will select all the log files.
Drag all of the "….crash.log" files into the body of your email.  It is important that all of the crash logs are attached to the email.
Click Send to send us your log files.

We appreciate this information and will use this to research your issue.

 

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