How to report an issue if you’re on MacOs ?

👉 If you're on Windows, follow this tutorial for specific instructions.

At AutoCut, we prioritize providing a seamless and hassle-free experience for all our users, regardless of their editing workflow or setup.
To help us investigate and resolve your issue as quickly as possible, please follow the instructions below and share the required information with our support team.

How to contact us

You can reach us :

• By email : contact@autocut.com
• Or via a private ticket in the #tickets channel on our Discord server

Please avoid posting technical logs in public channels.

Our Resolution process

To fix a bug effectively, our team must first reproduce it.
We operate a fleet of Windows and macOS machines running different versions of Premiere Pro or DaVinci Resolve to replicate and analyze issues in real conditions.

Required Information

Video editing workflows can vary greatly. The more details you provide, the faster we can help. Please include the following :

1. A clear description of the issue

What exactly is happening ? When does it occur ? Is it consistent or intermittent ?

2. AutoCut log files (crucial for technical diagnosis)

1. Open Terminal (via Spotlight or Applications > Utilities)

2. Type the command:

open $TMPDIR
and press Enter

3. Open the folder: com.autocut

4. Then open: com.autocut.aea
5. Copy all .log files to your desktop

3. Screenshots or a short screen recording

Show the steps that lead to the bug.

4. A sample project or source media

If possible, send your .prproj file and any relevant media via SwissTransfer (free up to 50 GB).

5. Screenshots of your timeline

This helps us replicate your editing setup as closely as possible.

Fast response guaranteed

With this information in hand, our Technical team will reproduce and resolve the issue as fast as possible.

Thank you for your cooperation — it helps us support you better and continuously improve AutoCut !

Updated on: 30/07/2025