HOW TO: Report an issue using the "Contact Softron Support" menu

This article explains how to send us log files and submit a support ticket if you encounter any issue with software released prior to June 2025.

WARNING! This article applies only to software released after June 2025 that uses the updated licensing system and Softron License Manager. If you're running an older version of our software, refer to this article.

Check the Knowledge Base

Before opening a new ticket, please remember to review the Knowledge Base first. It contains a wealth of information and you’re likely to find the answer to your question or issue there. 

Consult your reseller or system integrator

Some problems stem from configuration issues. While we’re experienced with setups, your integrator understands your environment better and is better positioned to identify the source of a problem. Often when you experience trouble with playout or ingest applications, the cause lies elsewhere — such as storage, video card, or system performance.

When you can't use the "Contact Softron Support" menu

If the "Contact Softron Support" menu is inaccessible, or you're using a version released before April 24, 2013, you’ll need to gather logs manually. Follow the instructions in this article.

Submit a support ticket 

The simplest way to contact Softron support is via the "Help > Contact Softron Support" menu. It automatically collects all necessary files, so you won’t need to locate and send them manually. 

Confidentiality Note - Your privacy matters to us

The "Contact Softron Support" feature does not collect any personal data. It only gathers logs and system settings required to offer effective support. These details are strictly used for technical assistance.

If you'd like to verify what’s being collected, you can use the "Collect Logs" option. The zip file generated is the same one that gets uploaded when you create or update a ticket. Once uploaded, you’ll receive a link to review the file contents. Only what appears in your ticket is transmitted to us. 

Collecting Logs 

When you choose the "Help > Contact Softron Support" option, the following window appears:

If your system is offline, only "Collect Logs Locally" will be available. You’ll need to transfer the logs and submit the ticket from another computer. The "Contact Softron Support" and "Check Help Center" buttons require internet connectivity.

If your system is online

If internet is available, select "Contact Softron Support" and you’ll see this warning.

If you're actively running the software in production, it’s best to "Cancel" — the process may impact performance due to resource usage.

Otherwise, click "OK". You’ll then see this window:

Provide the following details:

• Enable or disable "Collect and Upload Logs Automatically". When disabled, only files you attach under "Additional Files" will be sent — no logs included.
• Specify the date of the issue (Incident Date). This ensures relevant logs are identified.
• Attach supporting files if needed. Individual files may be up to 100MB, with a combined limit of 1GB. Larger files can be uploaded via our WeTransfer page, referencing your ticket number ({{ticket.id}}).

Then proceed:

• If creating a new support request, click "New Ticket".
• If you already have a support case, choose "Update Ticket".

You’ll be prompted for your admin password to authorize system data collection. Skipping this may result in missing logs. If you're unsure what will be sent, use "Collect Logs" to review and remove anything you prefer not to share.

A progress window will display during collection, zipping, and uploading:

You can cancel this operation at any time using the "X" icon.

Once the upload is done, the next step differs based on whether you clicked "New Ticket" or "Update Ticket". Details below.

New Ticket

After the upload finishes, if you selected "New Ticket", your default web browser will open the ticket submission form with some fields pre-filled, including the logs URL.

If you're not logged in yet, you'll be asked to log in. Please note that logging in afterward clears the pre-filled fields. To reload them, return to your Softron app and click "Open Create Ticket Form" in the following window:

You can also use the blue copy icon to retrieve the link to your logs.

Update Ticket

If you clicked "Update Ticket", the following screen appears after upload:

Then follow these steps:

• Click the blue "file" icon to copy the log link.
• Click on "Update Ticket" to open the support site in a browser window.
• Log into your account and find the relevant ticket.
• Paste the log link into the comment box.
• Add any additional context or notes.
• Submit your updated ticket.

If your system is offline

When there’s no internet access, select "Collect Logs Locally" to begin the process. A warning will appear.

If the software is running in production, choose "Cancel" to avoid possible disruptions.

Otherwise, click "OK" to proceed. This window will then appear:

Choose the Incident Date so we can gather the right logs.

Attach any helpful files (max 100MB each, 1GB total). For larger files, use our WeTransfer page.

Uploading logs via file-sharing services

You may then upload the zip file using our WeTransfer page, or another platform of your choice.

Submit a Support Ticket

Once the upload is complete, submit a support ticket on our help desk. Please remember to:

• Include the link to your uploaded log file.
• Attach relevant screenshots or screen recordings if applicable.
• Clearly note the date and time of the issue, any file names, and how to reproduce the problem.
• Include your macOS version and hardware details.
• Share as much information as possible — the more we know, the faster we can help.