Finding the log files for support

Loopcloud records logs which contain useful error information.  The logs are stored in %APPDATA% on Windows and in your user Library folder on the Mac.  These can be difficult locations to find for non-technical users.  So Loopcloud includes a feature for opening the right folder for you.  The process is described below.

Sending logs to support

  • In Loopcloud hold down ALT and click on the gear icon. The advanced menu options will appear.
  • Select Show user library folder. This will open Finder (Mac) or Explorer (Windows) showing the Loopcloud folder.  Leave this window open - you will need it in a minute. 
  • Perform the action that's causing the problem in loopcloud - doing this immediately before sending us the logs will make the problem easier to find. 
  • From the loopcloud folder drag api.log and app.log into an e-mail
  • Send us the email
If you want to look in the logs yourself you can use Notepad or TextEdit (mac).

If you cannot perform the action immediately before sending the logs, note your computers time to the nearest second when the problem occurred and we may be able to use this information to find the problem in your logs.  

Finding log files without opening Loopcloud


If you have a login issue then you may not be able to use the Show user library folder feature. In this case follow the instructions below:

Apple Mac

Go to finder, click the Go menu, select Go To Folder..., in the box that appears put the following text and press enter:
~/Library/Loopcloud/

Windows

Press Windows-R to open the Run... dialog.  In the box that appears put the following text and press enter:
%appdata%\Roaming\Loopcloud\

All users

  • Perform the action that's causing the problem in loopcloud - doing this immediately before sending us the logs will make the problem easier to find.
  • From the loopcloud folder drag api.log and app.log into an e-mail
  • Send us the email 
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