---
title: Log Files for Support
slug: log-files-for-support
docTags: 
createdAt: 2025-10-14T23:17:01.440Z
---

### 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:

1. Open **File Explorer** on your computer. 
2. In the address bar at the top, copy and paste the following path, then press **Enter**: <font color="#ff0000">**%temp%\\PDF Pro\\app** </font>
3. In the folder that opens, look for a **.txt file** that **starts with “log\_”** and has the **most recent Date Modified**.&#x20;
4. Attach this file to your email reply and send it to the Support Team member who requested it.&#x20;
5. Sometimes the Support Team may ask you to send **all the files in this folder**. If so:&#x20;
   - Select all the files in the folder.&#x20;
   - Right-click the selection and choose **Send to > Compressed (zipped) folder**.&#x20;
   - Attach the **.zip file** to your email reply.&#x20;
6. 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

1. Open **Finder** on your Mac.&#x20;
2. In the menu bar, click **Go > Go to Folder…** (or press shortcut **Cmnd**+**Shift**+**G**)
3. Copy and paste the following path, then click **Go**:  &#x20;

&#x20;       <font color="hsl(var(--ab-gray-900))">*\~/Library/Group Containers/2RQSGMVYDA.com.pdfpro.PDF-Pro/Temp/PDF Pro/app*</font>

1. In the folder that opens, look for a **.txt file** that **starts with “log\_”** and has the **most recent Date Modified**.&#x20;
2. Attach this file to your email reply and send it to the Support Team member who requested it.&#x20;



**IMPORTANT:**

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

:::Paragraph{listStyleType="disc" indent="2"}
**Select all files in the folder.**
:::

:::Paragraph{listStyleType="disc" indent="2"}
**Right-click (or Control-click) and choose Compress Items**.
:::

:::Paragraph{listStyleType="disc" indent="2"}
**Attach the resulting .zip file to your email reply.**
:::