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Support

If you have any queries or problems during installation or operation then please email support@xfactory-librarians.co.uk.

Please provide details of the librarian that you are using and its version number, along with a detailed description of the problem that you are having along with the list of steps that you are taking that cause the problem. If the problem occurs with a specific file, then please provide the file. The more detail that you can provide the better.

Screenshots showing behaviour and error message are always useful if you can provide them.

The latest versions of the applications now support error logging. If you are using an old version that doesn't, please download and install the latest version to ensure that you are free from previously fixed bugs and so that the application will log any errors that it detects.

Simply provide the the log files to me by email along with the rest of the error report. Logs are kept for the previous five days (to avoid filling up your hard drive).

On a PC running Vista and above, the logs folder can be found at:

OS Drive:\Users\Your User Name\xfactory.librarians\Librarian Name\logs

For example, on my PC, with the operating system on drive C, with my user name of Derek, the ex.factory logs are stored under

C:\Users\Derek\xfactory.librarians\ex.factory\logs

Mac OSX

On Mac Running OSX, the license folder can be found at:

OS Drive/Users/Your User Name/xfactory.librarians/Librarian Name/logs

For example, on my Mac, with the operating system on drive MacintoshHD, with my user name of Derek, the ex.factory logs are stored under

MacintoshHD/Users/Derek/xfactory.librarians/ex.factory/logs

Please note that I am a sole developer, who does this as a passionate sideline. The demands of my day job, which quite often takes me away from home (and my development kit), mean that I may not be able to provide an instant response to an issue, so please be patient.