Troubleshooting
It is a fact of life that software applications do not always work as expected. In the software development world we understand that it is impossible to cater for every eventuallity in an application.
Yes sometimes we developers make mistakes and introduce what we call bugs, we are human after all (despite what some people might suggest).
Bugs or errors are sometimes out of the developers control, we cannot know how every computer our users have is configured.
So we expect the odd hiccup every now and the, but the important thing is we are here to help and will do our best to resolve any issues you might encounter as quickly as possible.
To get help and support make sure you have joined our Discord server.
When an issue occurs head to the help-and-support channel on our Discord server and create a new post.
If possible take screenshots of ACC Tools as it was when the issue occured and add them to your post.
But most important find the latest log files and attach them to your post.
Find Log Files
ACC Tools keeps data and log files a dedicated folder within special folder that Windows sets aside for application data.
Using ACC Tools
The easiest way to get to this folder is through ACC Tools, if you are able to run it. With ACC Tools running press CTRL+SHIFT+ALT+T on your keyboard (all at the same time) to open Windows Explorer at the folder where ACC Tools keeps the files it uses behind the scenes.
Open the Logs folder and click on the Date Modified column header until the folder the newest files are at the top. Attach the files with the latest date to your post. Feel free to zip them up and attach the archive to your post.
Attaching screenshots and log files will speed up the process of getting help with an issue. Solving the issue can be delayed if we have to ask you to send the logs.
Using Windows Explorer
If for any reason you cannot run ACC Tools then you can use Windows Explorer to find the log files. However by default Windows hides the special folder it sets aside for application data so you may have to configure some settings to show it.
The full path to ACC Tools log files is:
C:\Users\[your user name]\AppData\Local\ACC Tools\Logs
If you know how to find this great you don’t need to read on, just don’t forget to replace [your user name] with your actual Windows username.
The AppData folder in the path shown is usually hidden by Windows and does not show up in Windows Explorer. Folders like this are hidden to prevent users with little technical knowledge from causing accidental damage to important files.
To show the AppData and other hidden folders follow these steps:
- Open Windows Explorer
- From the toolbar activate the View list button
- Select Show, Hidden Items
The Hidden Items option will be enabled and a tick shown next to it. Hidden files and folders will be shown in a dimmed state allowing you to navigate to the ACC Tools log files.