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Ran 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. Which product you are using, which editing software and the operating system of your computer.
  2. What you tried
  3. What you expected to happen
  4. 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. Note that it is not necessary to send the media files. If the project and log files are too big to send as an email attachment, consider using a free large-file transfer service like DropSend or YouSendIt. Alternatively, if you want a place to upload, let us know and we will set that up.

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 for EDIUS

  • EDIUS project file: {EdiusProjectFolder}\project\project.ezp
  • The newest set of XML files here: {EdiusProjects}\project\project_synctemp\*.xml
  • The recent PluralEyes log files: {EdiusProjects}\project\project_synctemp\pluraleyes\pluraleyes*.dat

PluralEyes for Final Cut Pro

  • The Final Cut Pro project file (<projectname>.fcp). Just to be clear, this is the file that you save to when you save your project from 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.

PluralEyes for Final Cut Pro X

  • The exported Final Cut Pro X project file (<projectname>.fcpxml)
  • The file <projectname>_7.xml which is next to the .fcpxml file
  • The contents of the pluraleyes folder which is next to the exported project file. Ctrl-click on the pluraleyes folder and choose Compress "pluraleyes" to create the file pluraleyes.zip.

PluralEyes for Media Composer

  • The AAF file
  • The log files (pluraleyes*.dat) and any other files (*.xml, *.txt) found in the pluraleyes folder, which is found in the same folder as the AAF file opened in PluralEyes. It is easiest to just zip/compress the whole pluraleyes folder and send that.
  • The zipped/compressed Media Composer project folder

PluralEyes for 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.

PluralEyes for 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.)

Singular Software Presto for Vegas Pro

  • Screen shots of Vegas Pro and the Presto control pane that illustrate your problem
  • The Vegas Pro project file (<projectname>.veg)
  • The log files, which can be found as follows:
    1. Open any Windows Explorer window
    2. In the address bar at the top, enter %TEMP% as the address. This will take you to your temp folder (which will have a name like C:\Users\<username>\AppData\Local\Temp or C:\Documents and Settings\<username>\Local Settings\Temp)
    3. Look for files named Presto_####.dat (e.g., Presto_1234.dat)
    4. Send us the most recent few such file(s)

Singular Software Presto for OS X

  • Screen shots of Presto and FCP or Premiere Pro that illustrate your problem
  • The Final Cut Pro project file (<projectname>.fcp) or Adobe Premiere Pro project file (<projectname>.prproj). Just the project file, not the media.
  • The Presto project file (<projectname>.presto), if you were able to save the project that had a problem.  This is the file you save when you save your project from Presto.
  • The Presto log files. Presto keeps the last 20 logs. Sort them by date, and please send us the most recent couple of log files.
    To open the Presto logs folder:
    • In the Finder, use the menu item Go > Go To Folder...
    • In the dialog that appears, copy and paste in this exact text:   ~/Library/Logs/Singular Software Presto
    • Press OK

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 or registered trademarks of Singular Software Inc. in the United States and other countries. All other trademarks or registered trademarks are the property of their respective owners in the United States and other countries.