> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://knowledge.autocut.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Issue - AutoCut unable to start

# AutoCut — Rare connection issue (quick check)
We’re currently seeing a rare connection issue that can happen.
It affects about **1% of AutoCut users**.
We’re actively working on it 🙏
If you’re experiencing this, this guide helps you send us the exact info we need to fix it quickly.

![](https://storage.crisp.chat/users/helpdesk/website/-/2/5/6/4/2564845da4818600/cleanshot-2026-01-20-at-234010_sopgxh.png =625xauto)

✅ No risk — you won’t break anything. You’re just running a few simple connection checks.

## Where to send the info
* Email: [**contact@autocut.com**](mailto:contact@autocut.com)
* Or a **private** ticket on Discord: **#tickets**

Please include (if possible):
* Your **country + city**
* Your connection type: **home Wi-Fi / office / 4G-5G / VPN / company network**
* And the **screenshots** requested below

## Step 1 — Restart your computer and restart AutoCut
It can sometimes fix the issue...

## Step 2 — Get the logs
### Windows
1. Open **File Explorer**
2. In the address bar, type : **`%temp%`** and press **Enter**
![](https://storage.crisp.chat/users/helpdesk/website/-/2/5/6/4/2564845da4818600/image_1smzl8g.png)

3. Open the folder: **`com.autocut`**
4. Then open: **`com.autocut.aea`**
5. Copy all **`.log` files** to your desktop

### MacOS
1. Open **Terminal** (via Spotlight or **Applications > Utilities**)
![](https://storage.crisp.chat/users/helpdesk/website/-/2/5/6/4/2564845da4818600/image_10n4onn.png)

2. Type the command: **`open $TMPDIR`** and press **Enter**
![](https://storage.crisp.chat/users/helpdesk/website/-/2/5/6/4/2564845da4818600/image_14tjkgq.png)


3. Open the folder: **`com.autocut`**
![](https://storage.crisp.chat/users/helpdesk/website/-/2/5/6/4/2564845da4818600/image_g5e55k.png =715xauto)
4. Then open: **`com.autocut.aea`**
5. Copy all **`.log` files** to your desktop
## Step 3 — Open the AutoCut System Report
1. Close AutoCut
2. Open this link : [autocut://system-report](autocut://system-report)
3. Accept to open AutoCut

## Step 4 — Run the full diagnostic
1. Scroll to "Network Diagnostic"
2. Click on "Run full diagnostic" ![](https://storage.crisp.chat/users/helpdesk/website/-/2/5/6/4/2564845da4818600/cleanshot-2026-04-28-at-114130_18tvsyv.png)
3. Wait until the end (up to 5 minutes) 
4. Click on "Save report" or "Copy text" and send us the file / text ![](https://storage.crisp.chat/users/helpdesk/website/-/2/5/6/4/2564845da4818600/cleanshot-2026-04-28-at-114506_1p06jpf.png)

## Bonus (if you’re using a VPN)
If you’re using a VPN or a company network, please mention it.
If you can, run the same steps:
* once with VPN **ON**
* once with VPN **OFF**


It will helps a lot.

Thanks! These details help us identify exactly where the connection breaks so we can fix it ASAP.