Log Files for Support

2 min

How to Send Log Files to PDF Pro Support (Windows)

In some cases, the PDF Pro Support Team may ask you to send a log file to help diagnose an issue. Follow the steps below to locate and send the file:

Open File Explorer on your computer.

In the address bar at the top, copy and paste the following path, then press Enter: %temp%\PDF Pro\app

In the folder that opens, look for a .txt file that starts with “log_” and has the most recent Date Modified.

Attach this file to your email reply and send it to the Support Team member who requested it.

Sometimes the Support Team may ask you to send all the files in this folder. If so:

Select all the files in the folder.

Right-click the selection and choose Send to > Compressed (zipped) folder.

Attach the .zip file to your email reply.

We may also ask you to provide installer or updater logs, which can be found in the corresponding folders:

Updater logs: %temp%\PDF Pro\updater

Installer logs: %temp%\PDF Pro\installer

Follow the same steps above to locate, compress (if needed), and send these files.

How to Send Log Files to PDF Pro Support (macOS)

Sometimes the PDF Pro Support Team may ask you to send a log file to help diagnose an issue. Follow the steps below to locate and send the file:

App Logs

Open Finder on your Mac.

In the menu bar, click Go > Go to Folder… (or press shortcut Cmnd+Shift+G)

Copy and paste the following path, then click Go:

~/Library/Group Containers/2RQSGMVYDA.com.pdfpro.PDF-Pro/Temp/PDF Pro/app

In the folder that opens, look for a .txt file that starts with “log_” and has the most recent Date Modified.

Attach this file to your email reply and send it to the Support Team member who requested it.

IMPORTANT:

Sometimes the Support Team may ask you to send all the files in a folder.

Select all files in the folder.

Right-click (or Control-click) and choose Compress Items.

Attach the resulting .zip file to your email reply.