Support

Should you encounter any problems, please Read The Fine Manual first: e.g. the installation instructions and the online help!

If your problem is related to downloading data from your freefall logger, read the documentation for your logger first (Neptune, ProTrack) and refer to the online troubleshooting tips of the manufacturer (Neptune, ProTrack). Make sure communications is set up properly as described by the manufacturer (Neptune, ProTrack, AltiTrack) bearing in mind that not every device is compatible with every computer (details available here).

When using an USB-IR/Serial Adapter:

  • make sure you have installed the latest drivers from the adapter's manufacturer's web site
  • to connect to Neptune through IR, install IrComm2k and run the Communicarions Test provided by Launcher
  • select the COM-Port provided by this adapter as the 'Source' for downloading

On some machines, assigning a COM port of 10 or greater to your USB-IR/Serial adapter prevents proper downloads. In this case, change the COM port assigned to your adapter to a port below 10 (Hint: Bluetooth drivers like to grab up to 10 COM ports...).

If this does not solve your problem, follow these steps:

  • Restart Paralog!
  • Set the Logging Level to 'ALL' on the System tab in the Preferences menu.
  • Recreate the problem you encountered.
  • Set the Logging Level to 'OFF' on the System tab in the Preferences menu, otherwise the program might behave sluggish due to all the logging information being written, especially during reading and writing the jump log!
  • Exit Paralog.
  • Locate output.log in Paralog's application directory, Paralog0.log in Paralog's data directory (usually the sub-directory Paralog in your home directory, see output.log for the exact location) and the Database (.pmz) file you are using as well as supporting system information, error messages and screenshots.
  • If you encountered problems while importing/exporting files, include those files as well.
  • Describe what you did, what you expected to happen and what happened instead. List any error messages; provide screenshots, if possible.
  • Please use the form below to mail us your bug report.

On request, live support is available using Copilot.