Locating Your LOG File

When sending in a support ticket, we REALLY appreciate receiving your LOG file. It helps us to diagnose any trouble that you may have and get your problem solved faster.

Please locate your product version by clicking on the "about" button in the application.

Replay AV 8
Replay Music
Replay Media Catcher 4
Replay Converter
Video Padlock

Replay AV 8 LOG File:

To open the Log Viewer, select Tools, Log Viewer from the top menu in Replay AV.

In order to keep LOG file sizes small, a new LOG is made fresh every day. Click on a log file date, then click the Copy File Name button. This will add that file's path to your Windows clipboard allowing you to easily paste (Ctrl+v) the path into the Log File or Attachment field of your tech support ticket.

Replay Music Log File:

Your Replay Music log file is named ReplayMusicLog.log. The easiest way to find this file is from within Replay Music's settings. In Replay Music click on the Settings button. Now click on the tab named Output. Click on the Open Log Folder button:

log folder

The folder containing ReplayMusicLog.log will open. Copy the log file to your desktop so that you can easily find it and attach it to your support ticket.

Replay Media Catcher 4 Log File:

  1. Open Replay Media Catcher.
  2. Help>About and expand the Support section.
  3. Click email logs to support and a zip file containing your logs will be copied to your desktop.
  4. Attach that zip file to your support ticket.

If you're having serious issues like an inability to download from all sites, then we'll benefit from having a closer look at what's going on. We'll want a de-bug log. Here's how to do a test that includes the de-bug information that we'll need:

1. Open Replay Media Catcher
2. Don't start monitoring
3. Help > About and expand Support and check Debug Mode and then OK
4. Start monitoring.
5. Go to YouTube and start watching any video in your browser. Wait until Replay Media Catcher should have started downloading. This should be within the first few seconds of the video playing.
6. Stop monitoring
7. Help > About and expand Support and click email logs to support. A zip file containing your log files will be saved to your desktop. Attach that zip file to your support ticket.

Replay Converter Log File:

Your Replay Converter log file is named ReplayConverterLOG.log. The easiest way to find this file is from within Replay Converter's settings. In Replay Converter click on the Options button. Click on the Open Log Folder button:

open log folder

The folder containing ReplayConverterLog.log will open. Copy the log file to your desktop so that you can easily find it and attach it to your support ticket.

 

Video Padlock Log File:

Your Video Padlock log file is named VideoPadlockLog.log. Keep in mind that if you have Windows set to hide file extensions, you will not see the .log portion of the file name. The easiest way to find this file is from within Video Padlock's settings. In Video Padlock click on the Settings button. Click on the Open Log File Folder button:

open log file folder

The folder containing VideoPadlockLog.log will open. Copy the log file to your desktop so that you can easily find it and attach it to your support ticket.