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Report a problem on Mac

  • Updated

 

Sorry Anytune is having a problem. We appreciate your help identifying and debugging issues.

  1. See Troubleshooting Anytune on Mac for some things to try including, updating Anytune to the latest version and restarting your Mac.
  2. Please tell us about your setup. What hardware, MacOS version and Anytune version you are using.  Please tell us the steps you perform to reproduce the problem, what your are expecting and what you are observing. Any detail could be helpful.
    Has anything changed such as software versions, hardware additions or location of your music library?
  3. Sending a screen capture or video of the problem would be fantastic and can really help.
    If we can reproduce the problem in our lab we will be able to find a solution.
  4. If Anytune is crashing (stopping unexpectedly) please include the crash report (see below).
  5. Use Anytune Menu > Help > Email Support to create a draft Email that includes version information or submit a request.

Screen capture

See How to record the screen on your Mac for using Shift-Command-5 to capture or make a recording  of the screen. Attach the file to your email or request. You can send large files to our Dropbox folder: https://www.dropbox.com/request/agbW7jtLQqO2rFLz3zN7.

Crash report

Crash logs can help us determine why Anytune crashed close unexpectedly). These files are saved to folder  ~/Library/Logs/DiagnosticReports/.

  1. In Finder select Menu > Go > Go to Folder...
  2. Enter or paste the path into the text field 
    ~/Library/Logs/DiagnosticReports/
    or
    /Users/<your_user_id>/Library/Logs/DiagnosticReports/
  3. Click Go.
  4. Send the file(s) that contain "Anytune" to us.
    Example:
    Anytune_2019-01-01-123456_Your-iMac.crash

 

console-app-icon.png Retrieving console logs

The Console logs (see Console User Guide) may help us debug and resolve an issue. Follow these steps to capture the logs.

  1. Open the Console application (from the Utilities folder inside your Applications folder).
  2. Click the console-tabbar.png leftmost button in the toolbar to show the sidebar, if it’s hidden.
  3. Select the Device (your Mac).
  4. Select All Messages in the tab bar.
  5. If the Activities button in the toolbar is enabled with a blue icon, click it to turn this off.
  6. Add "anytune" to search box. 
  7. Try to reproduce the issue in Anytune to try to generate useful logs.
  8. Select the logs in the Console Menu > Edit > Select All or typing ⌘A
  9. Copy the selected logs  Console Edit > Copy.
  10. Paste the copied logs into a new plain text document. (using TextEdit.app)
  11. Send this file to us. 

Anytune project info

The project info can be very valuable when debugging and issue. 

  1. Open Anytune and load the song into the Anytune Player
  2. Right-click on the title bar in the music player and choose "Get info"
    OR
    Right-click on the song title row in the All Tunes folder and choose "Get info"
    This will display project and audio file information, which is very helpful for debugging issues. 

You can edit project data, "Reset Music Settings", change to audio file and show the audio file in finder. 

 

Song Info in Apple Music

If you are having trouble with a specific song please send us the Song Info. Grab a screen capture or recording of the Details and File screens in Song Info. 

  1. Open the Music app
  2. Right-Click on the Song in your Library and select "Get Info"
    The Details view will show the title, artist, album and duration used by Anytune to match the audio file to the Anytune record.
    The File view provides information about the file.  The kind and location is very useful information.  For example, if the Location is Cloud; Right-Click on the song and select "Download" to make it available to Anytune. 

mac-get-info.png

 

Sending your config

Your Config may also be helpful in finding a solution to the problem. Your config contains your song settings, marks, notes, lyrics, ... . You can send your Config for all or a specific song. See Sharing song data (configs).

Example: 

  1. Click Anytune Menu > File > Config Export > Export to File...
  2. Enter a name for the file in the "Save As:" box, choose a location and Save.
    The file(<backup>.atcfg) is created at your chosen location.
  3. Send the file to support@anytune.app.

 

Sending Anytune's container

Anytune's data is stored in a container (folder), and is not removed when you delete the App. This container includes song meta data including marks, settings, lyrics, and audio files that you have imported directly into Anytune.

AnytuneContainer.png

~/Library/Containers/Anytune
~/Library/Containers/com.anystonetech.Anytune-Mac (Before Big Sur)
  1. Open the Finder Select Menu > Go > Go to Folder... and enter ~/Library/Containers/
  2. Copy Anytune or com.anystonetech.Anytune-Mac to another folder (Desktop)
  3. Compress the folder: Right-Click on the ~/Desktop/com.anystonetech.Anytune-Mac and Choose Compress "com.anystonetech.Anytune-Mac"
  4. Send us the resulting ZIP file: "com.anystonetech.Anytune-Mac"
    anytunemac-container-zip.png
    You can send large files to our Dropbox folder: https://www.dropbox.com/request/agbW7jtLQqO2rFLz3zN7

AnytuneMac-container-path.png

Note: Deleting the Anytune container "com.anystonetech.Anytune-Mac" will delete song meta data including marks, settings, lyrics, and audio files that you have imported directly into Anytune.

Sending your Music Library Data

If Anytune is displaying different songs, folders or playlists than Apple's Music app please use Anytune's "Export Library Data" feature to provide us the raw data the Music app is providing us with a screen shot of the folder, playlists and songs in Anytune and the Music app that are different.  This will help us determine where the problem lies. 

  1. Open Anytune Preferences from the menu.
  2. Choose Advanced
  3. Click the "Export Library Data" button and choose a location for the data folder. 
  4. Right-Click on the folder created and choose Compress.
  5. Send us the zipped file and the screen shots of the misaligned songs, folders or playlists. 

Sending your Music app Library

There may be something truly unique about your music library that we cannot emulate in the lab. Providing us your music library, or a small version of it may allow us to find and test a solution quickly. 

Creating a smaller version on your library 

Sharing a very large music library can be difficult, so creating a smaller version containing  only the content required to reproduce the problem is ideal:

  1. Quit both the apple-itunes-app.png Music app and Anytune-Mac-Icon.png Anytune apps.
  2. Hold down the Option key, then open the apple-itunes-app.png Music app (or iTunes).
  3. In the window that appears choose Create Library....mac-change-music-library_.5x.png
  4. Save as "Music-debug" or as desired. 
  5. Add the songs and playlists that allow you to reproduce the problem. 
    You can drag folders and files into the Music app of use Music menu > File > Import...
    Note: Enable the option (Music > Preferences > Files):
    "Copy files to Music Media folder when adding to library" to ensure the audio file is included in your library folder. You may also need to adjust the Music app preferences to duplicate your library. 
  6. Start Anytune-Mac-Icon.png Anytune and verify the problem can be reproduced. 

Send us your music library

  1.  Go to ~/Music and find your Music Library folder (e.g.  Music-debug folder
  2. Compress the folder: Right-Click on the~/Music/Music-debug and Choose Compress.
  3. Send us the folder 
  4. You can send large files to our Dropbox folder:

    https://www.dropbox.com/request/agbW7jtLQqO2rFLz3zN7.

Switching back to your original library. 

  1. Quit both the apple-itunes-app.png Music app and Anytune-Mac-Icon.png Anytune apps.
  2. Hold down the Option key, then open the apple-itunes-app.png Music app (or iTunes).
  3. In the window that appears choose Choose Library....
  4. Navigate and select your original library. 

While you are using Anytune with the new library you may see file missing warnings icons on songs. Anytune uses the current Music library, and your new library which will not contain all the songs in All Tunes. 

Sending your (Legacy iTunes Music) Library.xml file

The (iTunes Music) Library.xml file contains the description of your Music Library. Sending us this file may help us understand why Anytune is not displaying all the songs in your library. 

If you are using iTunes / Anytune 2.2 and lower the file is found in the:

~/Music/iTunes/iTunes Music Library.xml

folder. 

If you are using the Apple Music app / Anytune 2.3 or greater the file can be exported: 

  1. Open the apple-itunes-app.png Music app
  2. Choose Music app Menu > Files > Library > Export Library 
  3. Choose a location for the file such as your Desktop
Library.xml

Send us the xml file. 

Sending us your Music app Library Databse

The default "Music Library.musiclibrary" file is located on 

/Users/<your-user-folder>/Music/Music/Music Library.musiclibrary

If you have created a custom Music Library it would in a different folder. It is really a container (folder) and contains the files that define your music library within.

  1. Open Finder and Click on the Music in Favorites.
  2. Go into the Folder for your Music Library.
  3. Right-click the "Music Library.musiclibrary" file and choose Compress to create a "Music Library.musiclibrary.zip" file.
  4. Please send us this file.

 

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