How to use the Maxon Support Tool to gather logs for Maxon Technical Support

Ronald McGlynn
Ronald McGlynn
  • Updated
What this article covers: How to download and run the Maxon Support Tool to gather Cinema 4D log files, a system report, and bug reports for the Maxon Support team to investigate your issue.

When you submit a Cinema 4D support ticket, the team often needs your log files and system information to investigate the issue. The Maxon Support Tool gathers everything we need automatically, so you do not have to hunt through folders on your own.

What the Maxon Support Tool does The Maxon Support Tool launches Cinema 4D with a console window, gathers log files, bug reports, and a system report into a single folder on your desktop, and then prompts you to attach that folder to your ticket. It does not change any settings or modify your Cinema 4D installation.

Download the Maxon Support Tool

Download the version for your operating system from the attachments at the bottom of this article:

Then follow the steps below for your operating system.

+Windows: how to run the Maxon Support Tool

Before you start, close Cinema 4D if it is open.

  1. Unzip the downloaded file, then double-click maxon-support-tool.exe to run it.
     
  2. Windows may show a "Windows protected your PC" or "Security Warning" pop-up. The app is safe. Click More info, then Run anyway. If you also see a User Account Control (UAC) prompt asking for permission, click Yes.
     
  3. Click the version of Cinema 4D, Team Render Server, or Team Render Client you are having issues with.
    This launches the chosen app with a console window and starts gathering all the logs we need into a folder on your desktop.
     
  4. IMPORTANT: A small "System Information" window will also open and gather data (this can take 1 to 2 minutes). Let it run until it finishes.
     
  5. Once everything is complete (including the system report), you will see a folder named Maxon Support Log Files (OS Account Name) on your desktop. Right-click that folder and choose Send to > Compressed (zipped) folder to zip it up.
     
  6. Attach the resulting .zip file to your support ticket.
Can't find the folder? In the Maxon Support Tool window, click the Desktop link in the status section. It opens the folder in File Explorer for you.

+macOS: how to run the Maxon Support Tool

Before you start, close Cinema 4D if it is open.

  1. Unzip the downloaded file, then double-click the maxon-support-tool application to run it.
     
  2. Click the version of Cinema 4D, Team Render Server, or Team Render Client you are having issues with.
    This launches the chosen app with a console window and starts gathering all the logs we need into a folder on your desktop.
     
  3. Once everything is complete, you will see a folder named Maxon Support Log Files (OS Account Name) on your desktop. Right-click that folder and choose Compress to zip it.
     
  4. Attach the resulting .zip file to your support ticket.
Can't find the folder? In the Maxon Support Tool window, click the Desktop link in the status section. It opens the folder in Finder for you.

Submit your support ticket

Once you have the zipped log folder, attach it to a new support ticket so the team can investigate:

Have not tried general troubleshooting yet? Many Cinema 4D issues are resolved by a few standard first-line steps (resetting preferences, testing without third-party plugins, updating graphics drivers, etc.) before you need to send logs. If you have not worked through these yet, start with one of the guides below:

Was this article helpful?

/

Comments

0 comments

Article is closed for comments.