If you want to report an Overbridge related problem or issue, it is very useful if you can supply the User Care department and the developers with the problem-related logs from your system. This makes it easier for us to pinpoint what it is that is causing your problem.

All Overbridge related support tickets should include:

  • Overbridge version.

  • Computer OS.

  • Firmware version (shown briefly on the display when the device is powered on) and the name of your Elektron device (e.g. Analog Four MKI/MKII).

  • Logs (see instructions below).

  • Steps to reproduce, if possible (if it is not possible to reproduce, please let us know this).

  • If you have access to another device and/or another OS, please try to reproduce the issue with different combinations of devices and OS:es (and report what you find).

Extracting Logs from your Computer
Please extract the relevant diagnostics information, log files, or crash dumps from your operating system. Make sure you attach the files to your ticket.

macOS
If the Overbridge Control Panel freezes or crashes, you can find the log files in: /Users/“USER”/Library/Logs/Elektron Overbridge/. Make sure you attach the most recent file to the ticket.

If you experience problems in computer and device communication (USB connectivity issues, driver issues, etc.), please extract the relevant logs from the Console.app application. Assuming you can reproduce the problem, extract the log lines from just before you started your attempt to reproduce the problem, through to when the problem occurred. Here is how to achieve this:

  1. Please choose the log that has the same name as your computer in the left sidebar (e.g., Davids iMac) and hit “Clear” on the top bar.

  2. Reproduce the issue, and the log fils up with data.

  3. Copy-paste the output into a text file and attach this to the ticket.

macOS saves information about app crashes in /Library/Logs/DiagnosticReports/. If you experience issues with plugin crashes or Overbridge Engine not showing your device as “idle” or “active”, then please include all files related to Overbridge from this folder.

Windows
If the Overbridge Control Panel freezes or crashes, you can find the log files in C:\Users\“USER”\AppData\Roaming\Elektron Overbridge. Make sure you attach the most recent file to the ticket.

If Windows has crashed with a blue screen, report this, and we might ask you to collect system crash logs for us.


REPORTING AN OVERBRIDGE RELATED ISSUE

Please contact Elektron support: https://www.elektron.se/customer/tickets/.