PluralEyes 2: Submitting your project and log files


If you're having an issue with PluralEyes 2 and want to open a support ticket, the best way to gather information is to collect both project and log files, which you can do by following the steps described below.

Note that it is not necessary to send the media files. If the project and log files are too big to send as an email attachment (over 10MB), let us know and we can provide instructions for uploading to our FTP server.

Submit your project and log files by opening a support ticket here. It'll be helpful to know the answers to these questions:

  1. Which precise version of PluralEyes are you using?
  2. Had you encountered an error message? If so, what did it say?
  3. What filetypes are getting used?
  4. What had you tried, and what did you expected to happen? (ex. did it crash when you were trying to sync?)
PluralEyes for EDIUS

  • EDIUS project file: {EdiusProjectFolder}projectproject.ezp
  • The recent PluralEyes log files: {EdiusProjects}projectproject_synctemppluraleyespluraleyes*.dat
PluralEyes for Final Cut Pro

  • The Final Cut Pro project file ( .fcp). Just to be clear, this is the file that you save to when you save your project from FCP.
  • The log files (pluraleyes*.dat) and other files (*.xml, *.txt) found in the pluraleyes folder, which is found in the same folder as the FCP project file. Ctrl-click on the pluraleyes folder and choose Compress "pluraleyes" to create the file pluraleyes.zip.
PluralEyes for Final Cut Pro X

  • The exported Final Cut Pro X project file ( .fcpxml)
  • The file _7.xml which is next to the .fcpxml file
  • The contents of the pluraleyes folder which is next to the exported project file. Ctrl-click on the pluraleyes folder and choose Compress "pluraleyes" to create the file pluraleyes.zip.
PluralEyes for Media Composer

  • The AAF file
  • The log files (pluraleyes*.dat) and any other files (*.xml, *.txt) found in the pluraleyes folder, which is found in the same folder as the AAF file opened in PluralEyes. It is easiest to just zip/compress the whole pluraleyes folder and send that.
  • The zipped/compressed Media Composer project folder
PluralEyes for Vegas Pro

  • The Vegas Pro project file ( .veg)
  • The log files (pluraleyes*.dat) in the pluraleyes folder found in the same folder as the Vegas project file. If you know how to compress the folder, do that and send it. Otherwise, send the highest-numbered pluraleyes###.dat file that you find there.
PluralEyes for Premiere Pro

  • The Premiere Pro project file ( .prproj)
  • The log files (pluraleyes*.dat) in the pluraleyes folder found in the same folder as the project file. If you know how to zip the folder, do that and send it. Otherwise, send the highest number pluraleyes###.dat file that you find there.
  • The XML files in the same directory as the Premiere Pro project. (Typically, .xml and _synced.xml.)
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