200 - Mac logs and data folder for crash

Mac logs and data folder for crash

Since the desktop application keeps crashing could you send us your system information?  To get this, please click the Apple icon in the upper left of your desktop and select About This Mac.  Then press the “shift-command-4” keys on your keyboard to get a crosshair.  Move this to the upper right corner of the window, hold down your mouse button, move the crosshair to the lower right corner of the window, and release the mouse button.  This will place an image of the window on your desktop.  Please attach that image to this email when you reply.

Next we would like to get some log files.  To get the Livescribe logs please:

  1. Activate your “Finder” menu by clicking somewhere on an unused area of your desktop.
  2. High Sierra, 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”.
  3. Hold down the control key, click on the “Log” folder and select ‘Compress “Log”’.
  4. You should now have a “Log.zip” folder in the “Application Support” folder.  Please attach the zipped “Log” folder to your email.

To get the Crash Reporter logs, please:

  1. Activate your “Finder” menu by clicking somewhere on an unused area of your desktop.
  2. High Sierra, 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”.
  3. Double-click “CrashReporter”.
  4. Click on any of the “….crash.log” files to select one. 
  5. Hold the "command" key down and then press the "A" key.  This will select all the log files.
  6. 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.
  7. Click Send to send us your log files.

Finally, we would like to get a copy of your Livescribe data folder.

If you do not want to provide this because your notes and sessions are personal or confidential, we completely understand.

If you are OK with sending us your “Livescribe” folder, please follow the steps below.

To obtain your Livescribe log files:

  1. Shut down Livescribe Desktop.
  2. Activate your “Finder” menu by clicking somewhere on an unused area of your desktop. 
  3. High Sierra, Yosemite, Mavericks, Mountain Lion and Lion Users: 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”.  Snow Leopard and Leopard Users:  From the menu options at the top of your desktop (Finder, File, Edit, View, Go, etc.) select “Go > Home > Library > Application Support”.
  4. Hold down the “control” key and click on the “Livescribe” folder located in “Application Support” and select ‘Compress “Livescribe”’.  You should now have a “Livescribe.zip” folder in the “Application Support” folder.
  5. Drag the “Livescribe.zip” folder to your Desktop.
  6. Drag the “Livescribe.zip” folder into the body of your email.  
  7. Click Send to send us your log files.

We appreciate you for sending your data folder and will let you know when we have a resolution for your issue.

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