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 X-related activities on your computer, ensuring precise and targeted analysis.
Please follow the instructions below to collect the logs on your computer:
*Additionally, please record the entire process to help us narrow down the cause of the problem.
1. Download and unzip the Support Tool.
2. Run the Support Tool
- Double-click SupportTool to open it.
- If it doesn’t open, right-click → Open.
3. Click on "Open" on the pop-up warning to run the Support Tool.
If it doesn't open, please check the instructions below:
How to Bypass macOS Security Warnings
4. Start logging
- In the tool, click the “Logging” tab at the bottom-left corner.
- Make sure all BIAS X applications and plugins are closed before clicking “Next.”
5. Reproduce the issue
- Launch BIAS X, follow the on-screen instructions to recreate the problem you’re experiencing.
6. Send us the log file
- Once the process is complete, click “See Zip File.”
Then locate the generated ZIP file:/Users/<YourUserName>/Documents/PositiveGrid/BIAS_X - Please send this ZIP file to our support team.
See also:
How to Share Files with Support