When a plugin continuously crashes, it should be reported to the developer via a support case. The developer can then debug the crash reports and discover what is occurring.
What We Need - Mac OS
- A description of what was happening at the time of crash.
For example "I was changing presets" or "I was opening my DAW and it couldn't scan the plugin".
- On Mac, when a hard crash occurs you will get the option to "Report".
Click "Report" and copy the crash text shown below into a text edit document. Save and send this text edit document in the support case.
Example of a crash report to send us, do not copy the text directly into the support case as it can not be debugged as it changes the format.
- Confirm the product that crashed and its version:
i.e I was using BBC Symphony Orchestra V1.7.0 in Logic.
- The latest generated plugin log file which will be dated the same time of the crash. The plugin log is located here in finder:
/Users/NAME/Library/Logs/com.spitfireaudio
- If the crash does not provide the option to report, you can obtain it from Console on a Mac
What We Need - WINDOWS
- A description of what was happening at the time of crash.
For example "I was changing presets" or "I was opening my DAW and it couldn't scan the plugin".
- A .dmp file from the DAW which is dated at the time of the crash. Often these are stored in different locations depending on the DAW you are using. If it can't be found, you may need to enable the ability to get Crash Dump Files.
See How to Enable Crash Dumps from this link.
Further consult the developer of your DAW to find them.
- Confirm the product that crashed and its version:
i.e I was using BBC Symphony Orchestra V1.7.0 in Cubase 12.
On windows it is helpful to confirm which VST version also. This will affect DAWs that load both VST2 and 3.
- The latest generated plugin log file which will be dated the same time of the crash. The plugin log is located here in the file explorer:
C:/Users/[username]/AppData/Roaming/com.spitfireaudio