Overview

Sometimes you might run into an issue, that we cannot reproduce on our end.

To be able to help you in those cases, we require detailed information from the application on what is going wrong.

This information is turned off by default, since it would negatively affect performance and consume a large amount of storage.

This article describes how to turn this on temporarily and provide that information to us, so we can investigate further.

Download the key file

In order to enable debug information, a special key file has to be downloaded and put in the proper location.

Please click the file icon below, to download that key file: 

Once downloaded, please see the appropriate section below about where to put that file on Windows or macOS, respectively.

For Windows

To turn on detailed debug information on Windows, please perform the following steps:

1. Make sure to quit Capsule Portal (if it is running) and close your DAW
2. Press Windows + R, type in %APPDATA%\Soundslates and press Enter
   
3. A file explorer window will open, copy the previously downloaded mbldb.bin file (see above) into that folder and keep the window open
   
4. Launch the Capsule Portal, log in and perform all the actions necessary to reproduce your issue in the Capsule Portal or the Capsule Plugin
5. Again, quit any running DAW and Capsule Portal
6. In the file explorer window, opened in step 3, look for the files capsule_log.txt, portal_log.txt and portal_curl_log.txt and attach them to a new support request or your reply to an existing request
   
7. Delete the mbldb.bin file from the folder again, so it won't fill up your drive with excessive log information

For macOS

To turn on detailed debug information on macOS, please perform the following steps:

1. Make sure to quit Capsule Portal (if it is running) and close your DAW
2. Open Finder and press CMD + Shift + G, type in ~/Library/Application Support/Soundslates and press Enter
   
3. Copy the previously downloaded mbldb.bin file (see above) into that folder and keep the window open
   
4. Launch Capsule Portal, log in and perform all the actions necessary to reproduce your issue in the Capsule Portal or the Capsule Plugin
5. Again, quit any running DAW and Capsule Portal
6. In the Finder window, opened in step 3, look for the files capsule_log.txt, portal_log.txt and portal_curl_log.txt and attach them to a new support request or your reply to an existing request
   
7. Delete the mbldb.bin file from your system again, so it won't fill up your drive with excessive log information