When to contact the ATLAS.ti support team

Who this article is for

Anyone using ATLAS.ti who encounters technical issues and needs to contact support, and wants to understand what information to provide to help resolve the problem efficiently.

When you should contact ATLAS.ti support

You should contact ATLAS.ti Support when the software prevents normal use or behaves unexpectedly.

Examples include:

• The application crashes, freezes, or does not respond
• You see repeated error messages
• Tools or features do not work as expected
• You cannot open, import, or export projects
• You experience unexpected behavior during your workflow

Providing detailed information about the issue will help the support team identify and resolve the problem more quickly. 

How to contact ATLAS.ti support

You can contact ATLAS.ti Support through the Support Center here: https://atlasti.com/support or by email:

• ATLAS.ti Windows: windows@support.atlasti.com
• ATLAS.ti Mac: mac@support.atlasti.com
• ATLAS.ti Web: cloud@support.atlasti.com
• General inquiries: general@support.atlasti.com

What information to provide

To help the support team assist you effectively, include the following:

1. Description of the issue

   1. Explain what happened
   2. Describe the steps you took before the issue occurred
   3. Mention whether the issue happens consistently or occasionally

2. Screenshot or screen recording

A screenshot or short screen recording helps illustrate the issue.

1. Windows: 
   1. How to create a screenshot: https://support.microsoft.com/en-us/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b
   2. How to create a screens recording: https://www.microsoft.com/en-us/windows/learning-center/how-to-record-screen-windows-11
2. Mac: 
   1. How to create a screenshot: https://support.apple.com/HT201361
   2. How to create a screen recording: https://support.apple.com/guide/quicktime-player/qtp97b08e666/10.5/mac

3. Account and license information

   1. Your ATLAS.ti User ID (format: A-XXX-XXX). You can find the information on the account page: my.atlasti.com or from inside the apps

b. Your email address that is associated with the license

c. Your license key (R-...)

d. Your license ID (L-...)

4. System reports and log files (if requested)

For technical issues, support may ask for system reports or log files.

• Windows :
  • How to generate system report:
    • Open Options > ATLAS.ti > Send System Report
    • Once the report is ready, a window will appear. Click the link to redirect you to the file. Send the Zip file. 

• How to retrieve the log Files:
  • Copy and paste the following into the Windows search field:
    • %LocalAppData%\Scientific Software\ATLASti.26\Logs
    • %ProgramData%\Scientific Software\ATLASti.26\Logs
  • Open the folder and send the log files

• Mac:
  • How to generate support information files:
  • Go to the Help menu (top menu bar) and click on Help.
  • Press and hold the Option key on your keyboard.
  • Select Export System Report (not Send System Report) from the dropdown menu.
  • This will open a pop-up window where you can generate two files: General.atlinfo and Projects.atlinfo. Here is a screenshot of the “Export System Report” option for reference:

• How to generate system report:
  • Hold the Alt / Option key and click the Apple menu.
  • Select System Information….
  • In the System Information application, choose File > Show More Information if it is not already enabled.
  • Select File > Save… and save the report to a location such as the Desktop. This process may take some time.
  • After the file has been saved, close the System Information application.
  • In Finder, select the saved .spx file and choose File > Compress to create a ZIP archive.
  • The compressed ZIP file can then be sent to support.
• Follow the steps to generate ATLAS.ti log files, assuming that your ATLAS.ti library is stored in the default location:
• Quit ATLAS.ti.
• Open the Terminal application (see Finder > Applications > Utilities > Terminal)
• Copy & paste the following line: defaults write com.atlasti.ATLAS-ti v26.SSDLogger_v1.logLevel -int 0 4
• Press the Return key.
• This will increase the log level.
• Open ATLAS.ti again.
• After you encounter the problem, wait a few seconds and quit ATLAS.ti again.
• Copy & paste the following line into the Terminal application: defaults delete com.atlasti.ATLAS-ti v26.SSDLogger_v1.logLevel
• Press the Return key. This will reset the log level
• Copy & paste the following line into the Terminal application: zip -r ~/Desktop/ATLAS-Logs.zip ~/Library/Application\ Support/ATLAS.ti26/*logging.txt 10
• Press the Return key. This will create a file named “ATLAS-Logs.zip” on your Desktop. Please send  this file.

Common issues and mistakes

• Not providing enough detail about the issue
  • A vague description makes it harder to diagnose the problem. Always include steps and context.
• Not including screenshots or recordings
  • Visual evidence helps support understand the issue faster.
• Missing account or license information
  • Providing your User ID, license key, or email ensures support can locate your account.
• Sending incomplete system reports or logs
  • If requested, make sure to send the full ZIP file so support can properly analyze the issue.

When to contact support

Contact ATLAS.ti Support if:

• The application crashes, freezes, or shows repeated error messages
• You cannot open, import, or export a project
• Features or tools do not behave as expected
• You experience issues that prevent normal use of the software

When contacting support, please include:

• A clear description of the issue, including the steps that led to it
• Your ATLAS.ti account email and User ID
• Your license key or license ID (if applicable)
• Screenshots or screen recordings showing the issue
• Any system reports or log files, if requested