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Support & Troubleshooting

How to get help, export diagnostic logs and resolve common issues

How to Get Support

If you run into a problem with EP-PatchStudio, the fastest way to get help is to export your diagnostic logs and email them to me. The logs help me understand exactly what happened on your machine.

Step-by-step:

  1. Open Settings - Click the gear icon in the sidebar
  2. Go to the Support tab - Scroll down to the "Contact Support" section
  3. Click "Export Logs & Email Me" - This creates a diagnostic ZIP file and opens your email client
  4. Attach the ZIP - Attach the saved ZIP file to the email
  5. Describe the issue - Include what you were doing when the problem occurred and any error messages you saw

What the Support ZIP Contains

The diagnostic ZIP file contains technical information to help diagnose your issue. Here is exactly what is included:

support-info.txt - App version, platform, OS version, connected device model and firmware, licence status, anonymous machine ID for cross-referencing analytics
current-session.log - Log of operations from your current session (navigation, file transfers, device events, errors)
Previous session logs - Logs from the last 7 days of use, so issues from earlier sessions are captured too

Privacy

The support logs never contain file names, audio data, personal information or anything that could identify your music. Only technical operation data (timestamps, slot numbers, file sizes, error messages) is logged. The anonymous machine ID is a random UUID generated on first launch and is not linked to your name, email or any account.

Common Troubleshooting

Device Not Connecting

  • Make sure your EP device is powered on before connecting the USB cable
  • Try a different USB cable. Some cables are charge-only and do not carry data
  • Try a different USB port, preferably directly on your computer (not through a hub)
  • On macOS, you may need to grant MIDI access in System Settings > Privacy & Security
  • Close any other application that might be using the MIDI connection (the official browser tool, DAWs, etc.)
  • Restart EP-PatchStudio and reconnect the device

Download or Upload Errors

  • "Failed to initialise download" - The device may be busy processing another operation. Wait a few seconds and try again
  • "Request timed out" - The USB connection may have been interrupted. Disconnect and reconnect your device
  • Upload seems stuck - Large files take longer. Check the progress bar. If it is genuinely stuck, cancel and retry
  • Avoid disconnecting the USB cable during file transfers

Corrupted or Missing Samples

  • If samples sound wrong or appear corrupted, try downloading them again
  • Check the Recycle Bin in the File Manager. Recently deleted samples can be restored from there
  • If you have a backup, use Backup & Restore to restore your samples
  • For persistent issues, export your diagnostic logs and contact support

General Tips

  • Always create a backup before performing bulk operations (delete all, clear projects, factory reset)
  • Keep EP-PatchStudio updated. Check for updates in Settings > About
  • If the app behaves unexpectedly, try closing and reopening it

Contact

Email

Best for bug reports and technical issues. Please attach your diagnostic ZIP.

joe@squarewave.studio

Discord

Join the community for tips, feature requests and general chat.

Join the Discord server →

Beta Response Times

EP-PatchStudio is a solo developer project. I typically respond to email within 24 hours during the working week. During beta, bug reports are my top priority. Attaching your diagnostic ZIP helps me resolve issues much faster.

Advanced: Verbose Logging

If I ask you to enable verbose logging for a tricky issue, here is how:

  1. Open Settings — Go to the Support tab
  2. Click the "Contact Support" header — You will see a notification confirming verbose logging is enabled
  3. Reproduce the issue — Perform the steps that trigger the problem
  4. Export logs — The verbose logs will include detailed MIDI packet traces

To disable verbose logging, click the "Contact Support" header again. The setting persists across app restarts.

Related Documentation

Settings

Configure app preferences, telemetry and updates

Backup & Restore

Protect your samples and projects with device backups

Need more help?

Export your diagnostic logs and email me. I will get back to you as soon as I can.

Email SupportJoin Discord