Session logs are generated when Hex FX is used. They may be able to help us diagnose issues with both the plug-in and it's activation process.
How to locate & send session logs
- Recreate your issue, in the shortest set of steps possible
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Close your DAW and Hex FX instances, and locate the folder via the following directory path;
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macOS: Macintosh HD → Users → yourusername → Library* → Application Support → Serato → Serato Hex FX → Logs
Reveal the hidden Library folder on macOS by navigating to the parent folder, then pressing CMD + SHIFT + PERIOD/FULL STOP (.) on your keyboard, or holding OPTION on your keyboard after clicking on the Go Finder menu.
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Windows: C:\Users\yourusername\AppData\Local\Serato\Serato Hex FX\Logs
Reveal the hidden AppData folder on Windows by clicking VIEW > SHOW > HIDDEN ITEMS (enable) or VIEW > OPTIONS > CHANGE FOLDER AND SEARCH OPTIONS > VIEW (tab) > ADVANCED SETTINGS > SHOW HIDDEN FILES, FOLDERS AND DRIVES > OK (confirm)
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macOS: Macintosh HD → Users → yourusername → Library* → Application Support → Serato → Serato Hex FX → Logs
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Right-click on the Logs folder (or the specific .log file inside the Logs folder, that you know to be relevant) and choose Send to > Compressed (zipped) folder on Windows, or Compress on macOS.
A .zip file will be created in the Logs folder, give it a name. - Open a help request and attach the resulting Logs.zip file from above, with a detailed description about your problem, what you did / were doing when the problem occurred, and if possible, which specific session log file was relevant (if sending the entire folder).