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.

✅ 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
• 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

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)

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

Step 3 — Open the AutoCut System Report

1. Close AutoCut
2. Open this link : 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"
3. Wait until the end (up to 5 minutes)
4. Click on "Save report" or "Copy text" and send us the file / text

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.

Updated on: 17/08/2026