The Measure app in Reference 4 features a Debug Mode, making it easier to investigate and fix problems if the measurement process cannot be completed for any reason. In particularly problematic cases, the information collected with debug mode will be essential for our support and development teams to figure out what exactly is causing the issue.
The debug mode on its own will provide valuable information. However, for a complete picture, an additional step has to be taken - escalating the logging environment of your Mac. It is recommended to complete all of these steps before submitting a support ticket - that way we will be able to significantly reduce the resolution time of your support inquiry. Not to worry though, we will guide you through the process providing detailed instructions.
IMPORTANT BEFORE YOU PROCEED! There are some very specific configuration aspects to the measurement software in terms of its interaction with your hardware/software and other third-party components. In other words, settings that are not causing any harm or visible/audible issues during your normal workflow (things that are not obvious or don't seem related), can turn out to be very important for the Measure app. Most errors during the measurement stage are to be found in your setup - in your particular OS settings, hardware settings, and interface routing/control software, etc. Before resorting to the debug mode, see solutions in Measure app troubleshooting guide instead - it is very likely that you will find the answer to the issue you're encountering.
Follow these steps to collect the debug data:
1. Launch the Terminal app (use Macs' Spotlight Search if you're not sure where to find it):
2. Copy-paste the following command into the Terminal window and hit 'enter' to execute:
3. Then use this command to open Measure in the newly created logging environment, hit 'enter' to execute. Keep the Terminal session running:
open -a /Applications/Reference\ 4\ Measure.app/
4. Measure app should now be launched in the escalated logging environment - now click on 'Settings' in Measure and tick the 'Enable debug mode' checkbox:
5. Save and go back to the first Measure screen, proceed with the measurements normally until the point where you're getting stuck. During this stage, feel free to take screenshots, screen video captures or anything else that you consider important and useful. This will come in handy and help to illustrate the problem when contacting the support team.
6. Once the necessary data is logged and documented, exit Measure completely and relaunch it. Go to settings again and click on 'Open debug folder' - this will open the log directory. Collect the entire Logs folder including all of its contents:
Macintosh SSD \ Users \ <your_user_name> \ Library \ Sonarworks \ Reference 4 \ Measure \ Logs
8. In addition to the debug files, collect the regular logs too. These were created in the escalated logging environment and will contain valuable information. Collect them form this location:
Macintosh SSD \ Users \ <your_user_name> \ Library \ Sonarworks \ Logs
9. Compress all collected data into a ZIP file. Submit a support ticket below and attach the logs to it. When submitting the ticket, be thorough with the information you provide in regards to the hardware, operating system, software and any third-party components you're using (model names, version numbers, etc.)
Allow showing hidden files
You might have to allow showing hidden files in Finder to access some of the locations in the instructions above (for example, the Users > Library is a hidden directory by default and might not be visible to you). If you're getting stuck and cannot access any of these directories, use this command in Terminal to show hidden files:
defaults write com.apple.finder AppleShowAllFiles YES
You can then revert this setting by entering the same command, but replacing the 'YES' at the very end with 'NO':
defaults write com.apple.finder AppleShowAllFiles NO