Support
We're here to help. Below are the fastest ways to get answers, plus how to reach a human if you need one.
Contact us directly
- General + technical support: info@tracelogicpro.co.uk
- Privacy + data requests: privacy@tracelogicpro.co.uk
- Contact form: tracelogicpro.co.uk/contact
Typical response: within one UK working day. Enterprise support requests are prioritised.
Common questions
Does TraceLogic Pro work offline?
Yes. SOR file parsing, OTDR trace viewing, the bi-directional splice calculator, the full diagnostic engine, the reference library and learning modules all run locally on your device. Sync to the cloud and the AI assistant are the only features that require connectivity.
Which OTDR file formats are supported?
The standard Telcordia GR-196 / Bellcore .sor format used by EXFO, Viavi, Anritsu, Yokogawa and most major OTDRs. If you have a file that fails to open, please send a sample to support and we'll investigate.
How do I cancel my subscription?
Sign in to the dashboard, open Settings, and use the "Manage subscription" button to open your billing portal. Cancellations take effect at the end of your current billing period; paid features remain available until then.
I cannot sign in — what do I do?
On the sign-in screen, tap "Reset password" and follow the email link. If the email doesn't arrive within a few minutes, check your spam folder and confirm the address. If you're still stuck, email support and we'll look up your account manually.
Are my OTDR traces private?
Yes. By default, .sor files are processed entirely on your device. Cloud sync is optional and only happens when you assign a trace to a project, in which case it's scoped to your organisation only.
How do I share a project with another engineer?
Company-tier users can invite engineers from the Engineers tab. Each invited engineer signs in on their device, traces auto-sync, and the dashboard aggregates across the whole team.
Found a bug or have a feature request?
We read every message. Email info@tracelogicpro.co.uk with the steps to reproduce or your idea — bonus points for a screenshot.