Something went wrong with PERRLA and Customer Support needs more information about what was happening. No problem! You can send them a debug log for PERRLA (a history of what the app was doing).
Sending a debug log to PERRLA
To send PERRLA a good debug log, we need you to run PERRLA for Word in debug mode and then trigger the error (do whatever was causing the problem). Don't worry - it's easy. Here's how to do it:
- Click on Windows File Explorer
It's the folder icon in your taskbar. If you don't have that icon, you can type "File Explorer" in the taskbar search to find it.
- Double-click This PC in the lefthand menu
- Double-click C:\ drive
It may also be called Windows or OS
- Double-click PERRLA
- Double-click PERRLADebugMode.bat
The ".bat" may not show up on some computers. This will open PERRLA for Word in debug mode.
- Enter your email address
Enter the one you use for PERRLA. We need this to send the log with your correct account information.
- Perform the action that was causing the problem
If the problem makes the program freeze and not do anything, close Word.
- Close PERRLA
PERRLA will send the debug log as it closes.
That's it! Our Support team will look at the debug log and respond to you via email.