> 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/send-a-diagnostic-report.md).

# Send diagnostics to NewBlue Support

If NewBlue Support asks for diagnostics, create a support package from Captivate and attach it to your support ticket. If the issue involves a specific project, also export the project and attach that file.

## When to create the support package

Create the package as close to the problem as possible.

* **If Captivate crashed** — reopen Captivate, then create the support package immediately before doing other work.
* **If Captivate is behaving incorrectly but has not crashed** — create the support package while the bad behavior is still happening, before closing Captivate, restarting the computer, or changing settings.
* **If the problem is project-specific** — keep the project open if you can.

## Create a support package

The support package collects Captivate’s logs, project state, and operating-system information into a single archive that NewBlue Support can read.

See [Create a Support Package](/troubleshooting/report-a-problem-with-a-support-package.md) for the in-app steps to create one.

## Export the affected project

If the issue happens only with a specific project, export the project and attach it with the support package. The project helps Support reproduce the issue using the same graphics, data setup, and production structure.

To export, choose **File** > **Export Project…** in Captivate. See [Save and package graphics or projects](/design-and-customize-graphics/chapter-index-8/save-and-package-graphics-or-projects.md) for the format options.

## Send the files to Support

1. Attach the support package to your support ticket.
2. Attach the exported project if the issue is project-specific.
3. If the files are too large to attach, mention that in the ticket — Support can provide an upload link.

## Related

* [Troubleshooting](/troubleshooting/branch-index.md)
* [Create a Support Package](/troubleshooting/report-a-problem-with-a-support-package.md)
* [About the NewBlue Application Manager](/get-started/chapter-index/application-manager.md)


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