The contents of this article highlight the steps to follow in the event of reporting a crash in BFD 3.5 to our support team. 


While crashes are rare and not to be expected, reporting your issue as detailed below will help our support team troubleshoot your issue as quickly as possible. 



Step 1: Locate the BFD crash logs

  • Locate your BFD3.5 crash logs - They can be found in the following directories:

    • Windows:
      Documents/BFD Drums/BFD3/Logs

    • macOS:
      Macintosh HD/Users/[USER NAME]/Library/Logs/BFD

      • Note, for macOS this step requires you to show hidden files - If you cannot see the 'Library' folder in the user directory, it is because the folder is hidden. Press CMD + SHIFT + PERIOD to show/hide hidden files. 

  • Inside the Logs folder, you’ll find .log files are named by date and time.


Step 2: Locate the most recent crash log

  • Identify the most recent .log file that corresponds to the session or crash.

  • If you're unsure which log to send, you can attach multiple .log files from the past few sessions.


Step 3: Attach the log(s) in your support ticket


Submit a support ticket at https://support.bfddrums.com/en/support/tickets/new

  • Attach the relevant .log files to help us recreate and diagnose the issue.


Note

  • DMP or TXT files from a DAW crash report will not distinguish the exact cause of crash from BFD 3.5 - Our support team requires the specific BFD log.

  • If the crash happens consistently with a specific preset, kit, or MIDI sequence, please detail and include as much information about your setup as possible upon submitting your ticket.