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Run into a problem?

Try this first

The majority of questions that come into tech support are already answered on our website. You can quickly find answers to most problems by using the search box that is on the right of the menu bar on every page.

Send us the project and log files

Send mail to . Please tell us (if you haven't already)

  1. What you tried
  2. What you expected to happen
  3. What you saw (error messages, etc.). A screenshot of an error message is often helpful.

Send us the project and log files, as described below. If the files are too big to send as an email attachment, consider using a free large-file transfer service like DropSend or YouSendIt.

Final Cut Pro

  • The Final Cut Pro project file (<projectname>.fcp)
  • The log files (pluraleyes*.dat) and other files (*.xml, *.txt) found in the pluraleyes folder, which is found in the same folder as the FCP project file. Ctrl-click on the pluraleyes folder and choose Compress "pluraleyes" to create the file pluraleyes.zip.

Vegas Pro

  • The Vegas Pro project file (<projectname>.veg)
  • The log files (pluraleyes*.dat) in the pluraleyes folder found in the same folder as the Vegas project file. If you know how to compress the folder, do that and send it. Otherwise, send the highest-numbered pluraleyes###.dat file that you find there.

Premiere Pro

  • The Premiere Pro project file (<projectname>.prproj)
  • The log files (pluraleyes*.dat) in the pluraleyes folder found in the same folder as the project file. If you know how to zip the folder, do that and send it. Otherwise, send the highest number pluraleyes###.dat file that you find there.
  • The XML files in the same directory as the Premiere Pro project. (Typically, <projectname>.xml and <projectname>_synced.xml.)

DualEyes

The following files are found in the location where you saved the DualEyes project file. Please them all to us:

  • The DualEyes project file (<projectname>.xml),
  • The DualEyes log files(*.dat),
  • The DualEyes output file (<projectname>.csv).

PluralEyes crashed?

Try this first

A re-install and reboot can clear up an amazing number of mysterious problems. To re-install, you can get the latest version of PluralEyes at any time from the downloads page. The trial version is identical to the purchased version once the license key is entered.

Send us the crash log

OS X

If PluralEyes "unexpectedly quit", please send us the crash log.

  1. Open the Console. It is an application in the Application > Utilities folder.
  2. Look at the list of logs on the left hand side. (If the log list is not showing, press the Show Log List button on the toolbar.)
  3. Open the disclosure triangles for Log Files > ~/Library/Logs > Crash Reporter and look for any files whose names start with PluralEyes. There may be several, we only need the most recent one.
  4. Ctrl-click on the PluralEyes log file name and choose Reveal in Finder. Send us that file.

Windows

  1. Open the Event Viewer
    • Windows XP: Start > Run... > eventvwr
    • Vista, Windows 7: Start, then type Event Viewer
  2. Find and copy the crash report
    • The relevant entries will be in the Application log. In Windows XP this is shown under Event Viewer. In Vista and Windows 7, it is under the Windows Logs folder.
    • Look for error entries with PluralEyes in the Source column. Scroll to the most recent such entry.
    • Use the copy button to copy the contents of the entry to the clipboard. (You may need to double-click the entry to open it first.) Send us the contents of the clipboard.
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Installation problem on Windows?

Send us the installation log file

Send mail to and attach the installation log file, which you can find as follows:

  1. Open Windows Explorer.
  2. In the address bar, type %temp% and press the Enter key.
  3. Look for files with names like Setup Log yyyy-mm-dd #nnn.txt.
  4. Find the one corresponding to the date when you installed the product and send that to us. If you're not sure which one is the right one, you could send us more than one and we'll figure it out. Or, open the log file in any text editor and look for the name of the product in the first few lines at the top.
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PluralEyes, DualEyes and Singular Software Presto are trademarks of Singular Software Inc. All other trademarks or registered trademarks are the property of their respective owners in the United States and other countries.