> For the complete documentation index, see [llms.txt](https://captivatehelp.newbluelive.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://captivatehelp.newbluelive.com/troubleshooting/report-a-problem-with-a-support-package.md).

# Create a Support Package

When something in Captivate doesn’t behave the way the docs say it should, the fastest way to get help is a **Support Package** — a single zip file that bundles the application’s recent logs, system information, and the project you have open so NewBlue support can reproduce and diagnose the problem without a back-and-forth.

This article covers two cases: a persistent problem you can demonstrate, and a crash.

## Persistent problem (the bug is happening right now)

1. Leave the problem in front of you. Don’t close the project or restart Captivate.
2. Open **Help > Create Support Package**.
3. Captivate opens a file dialog asking where to save the zip. Pick a location you can find easily.
4. Wait for the package to finish writing. Larger projects with longer log histories take longer.
5. Email the zip to `support@newblueinc.com` along with a written description of:
   * What you were doing when the problem started.
   * What you expected to happen.
   * What actually happened.
   * Whether it happens every time or only sometimes.
   * Whether anything in particular triggers it (a specific graphic, a specific Data Controller, an output, a particular sequence of events).

The support team will need that description as much as the logs — the logs say **what** Captivate did, the description says **what you expected** Captivate to do.

## Crash (the application closed unexpectedly)

1. **Restart Captivate.** Don’t worry about cleanup; the crash logs were already written when the application failed.
2. **Before doing anything else,** open **Help > Create Support Package**. The recent crash dump is included in the package only if you collect it before the next major action overwrites the rolling logs.
3. Save the package to a location you can find.
4. Email the zip to `support@newblueinc.com` along with:
   * A description of what you were doing in the seconds before the crash.
   * Whether you can reproduce the crash on demand.
   * Whether the crash happens with a specific project or with any project.
   * Whether you’ve changed anything recently — new hardware, a driver update, an OS update.

If Captivate won’t start at all after the crash, see [Send diagnostics to NewBlue Support](/troubleshooting/send-a-diagnostic-report.md) — when to create the package and what to attach to your support ticket.

## What’s in a Support Package

The package contains:

* The application’s recent logs and crash reports.
* System information (OS version, hardware identifiers, driver versions where readable).
* **The project you currently have open**, captured as it stands — including edits you haven’t saved. You don’t need to save first, and creating the package doesn’t save, rename, or otherwise touch your own project file.
* A record of which NewBlue products are installed and what each one is licensed for, including your serial number. This is what lets support tell an activation or entitlement problem from a bug.

It does NOT contain:

* The media your project links to — only the project itself.
* Your other projects.
* Your personal files.
* Your NewBlue account password.

The support team treats the package as confidential project material. It is not shared outside the engineering and support teams.

## Send the media too, when it matters

The package carries the project but not the video, images, or audio it links to. When the problem clearly involves a specific piece of media — a clip that stutters, an image that won’t key — send the project with its content as well: choose **File** > **Export Project…**, which bundles the project together with all its associated media files.

If that makes the export too large to email, send the Support Package on its own first. It is often enough, and support will ask if they need more.

## Related

* [A graphic flickers on playback](/troubleshooting/graphic-flickers-on-playback.md)
* [Playback doesn’t behave as expected](/troubleshooting/playback-doesnt-behave-as-expected.md)
* [Send diagnostics to NewBlue Support](/troubleshooting/send-a-diagnostic-report.md) — when to create the package and what to attach to your support ticket.


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