Use this guide if Crate Hackers shows an error message, something breaks, or you need to send support the right details.

The faster we know what happened, the faster we can fix it. “It broke” is a feeling. A screenshot is evidence.

Fast Fix

  1. Take a screenshot of the error message.
  2. Write down what you clicked right before it happened.
  3. Include your computer type and operating system.
  4. Include your DJ software and version.
  5. Restart the app and try once more.
  6. If it keeps happening, email support with the details below.

What To Include In Your Support Ticket

Send this information to help@cratehackers.com:

  • Your full name
  • The email address connected to your Crate Hackers account
  • Mac or Windows
  • Your operating system version
  • Your DJ software: Serato, VirtualDJ, Rekordbox, djay Pro, Traktor, or other
  • The crate, chart, or feature you were using
  • What you clicked right before the error appeared
  • A screenshot of the error
  • A short screen recording if the issue is repeatable

Good Support Ticket Example

Good: “I am on Windows 11 using VirtualDJ. I opened the 2000s Hip Hop crate, saved it to My Crates, clicked Export M3U, and got this error. Screenshot attached.”

Not useful: “Does not work.”

That second one gives us the same amount of technical detail as a fog machine.

Before Contacting Support

Try these quick checks first:

  • Restart Crate Hackers.
  • Restart your computer.
  • Make sure you are using the current app from www.cratehackers.com/ch11.
  • Make sure your external drive is connected if your music lives there.
  • Make sure cloud files are downloaded locally.
  • Run Re-sync if you recently added music.

If The Error Happens During Export

  • Tell us which export option you used.
  • Tell us which DJ software you are exporting to.
  • Confirm whether the crate has selected or matched tracks.
  • Tell us where your music files are stored.

If The Error Happens During Scan

  • Tell us which folder you scanned.
  • Tell us if the folder is local, external drive, Dropbox, Google Drive, or iCloud.
  • Tell us roughly how large your library is.
  • Send a screenshot of the scan screen or error.

Need More Help?