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so here Im going to show you how to locate the lock file I want to get from you first of all you need to open the finder window finder you Sheree is located on the taskbar as you can see here its the finder icon just click on that to open the Finder window in the Finder window you can press command shift H again it is command shift H all three keys together so the finder will switch to your home folder my login is pigfish and you can see its showing the content in my home folder so here you should be able to see a folder called pan tracker here this so you need to find this time tracker folder and click on this to open it and you should be able to see a file called screen record and the scorch a star lock a screen record and the scorch a star lock and this is the file that we want to get from you you can either send this file to us by email at support at work snap Starnet or you can reply to the ticket with this file attached to it we will analyze the log file and see what might ha