Download and run the Log Collector tool

Download the relevant Log Collector tool for your system:

• Windows (64-bit)
• Windows on ARM (64-bit)
• Windows (32-bit)

Go to your Downloads folder and double-click the LogCollectorTool.exe file.

In the installation window, select a location for the tool and then select Next. We recommend using the default installation location.

Review the consent notice and select I Agree to give the tool permission to access system files and Adobe application logs. The tool will gather log files and save them as a ZXP file on your desktop.

Select Upload to send the log files to Adobe.

Check your registered Adobe email address for a confirmation message, and save the reference number for your support case.

Download the relevant Log Collector tool for your system:

• macOS (Intel-based computers)
• macOS (Apple Silicon-based computers)

Go to the Downloads folder and double-click the LogCollectorTool.dmg file, and then double-click the Log Collector tool icon to open the Log Collector tool.

If prompted, select Open to launch the Log Collector tool, and enter your system password to proceed. 

In the Log Collector Tool window, review the license information and select Continue to give the tool permission to access system files and Adobe application logs.

Select Continue to confirm running the tool. The tool will gather log files and save them as a ZXP file on your desktop.

Select Continue to send the log files to Adobe. 

Check your registered Adobe email address for a confirmation message, and save the reference number for your support case.