When you are experiencing technical issues with one of our creator tools, it is possible our technical support requests you to send us the log files of the creator tool installed on your computer. This allows us to study the issue thoroughly and hopefully offer a suitable solution as soon as possible.
Log files via Help & Options (Windows)
Log files via Help (Mac)
Customer support info (Smartphone/tablet app)
Cannot open the creator tool to retrieve log files (Windows)
Cannot open the creator tool to retrieve log files (Mac)
Log files via Help & Options (Windows)
1. Open the concerning photo book in our creator tool.
2. Go to the "Help & Options" tab.
2. Click on "Settings".
3. Click on "Troubleshooting".
4. Click on one of the following buttons, depending on which files have been requested:
- Create log file: This creates a ZIP file including all log files called "albelliDE" that is stored on your desktop.
- Pack design: This creates a ZIP file including the entire created photo book that is stored on your desktop. The file has the same title as your photo book.
Log files via Help (Mac)
1. Open the concerning photo book in our creator tool.
2. Repeat the steps taken to reach the error message. Make sure that the error message appears again.
3. Click on the "Hilfe" menu and then click on "Diagnosepaket erstellen....".
4. Save the file somewhere you can find it back easily. A ZIP file will be saved at the chosen location.
Customer support info (Smartphone/tablet app)
1. Open the app.
2. Within the start screen, you will see the albelli logo in the orange bar at the top. Please hold this for at least 5 seconds, then release it.
3. Hold the option "Send support info".
4. Send the file to kundenservice@albelli.de
- Please include a short description of the issue you are experiencing.
Cannot open the creator tool to retrieve log files (Windows)
The "Help & Options" tool will bundle all files our technical support needs. When you are unable to open our albellicreator tool, you will have to retrieve them yourself. Please make sure you forward us all files in the steps below (A, B and C).
A. Log files in your photo book folder
1. Navigate to the bonusprint folder in the Windows File Explorer. The default location is "Dokumente" ▸ "albelli Fotobücher". Read more in Where can I find my saved projects?
2. In this folder you will see other folders with the title of your saved projects. Open the one with the name of the concerning photo book.
3. Here, you can find the apc.log text files.
Tip: Our contact form only allows you to upload up to 5 files. It is possible there are more than 5 files requested by our technical support. You can work around this by merging the log files into one compressed file (ZIP).
B. Log files in the installation folder
1. Right-click on the "albelli DE" icon on your desktop.
2. Click on "Dateipfad öffnen".
3. Open the folder "Logs".
Tip: Our contact form only allows you to upload up to 5 files. It is possible there are more than 5 files requested by our technical support. You can work around this by merging the log files into one compressed file (ZIP).
C. System information from your computer
1. Press both ⊞
windows + s on your keyboard to open the search field on your computer.
2. Search for "DxDiag".
3. Click on the DxDiag application ("Befehl durchführen"). Now a utility opens.
4. Click on "Alle Informationen speichern..." in the tool.
4. Save the "DxDiag" as a .txt file on your desktop so that you can easily find it again.
Cannot open the creator tool to retrieve log files (Mac)
The tool under the "Help" menu will bundle all files our technical support needs. When you are unable to open our albellicreator tool, you will have to retrieve them in a different way. Please make sure you forward us both the "Application log" and the "System profile" via the First Aid tool.
Where can I find the First Aid files as requested by your technical support?
