We very much appreciate to get logs of the problem. Text logs from the software is recommended, an image describing the problem is better than nothing.
- Application name, software version, when it was last installed.
- Information about if the problem has happened only once/several times, and regularly/intermittently.
- Describe your network and hardware setup, and (if any) changes have been made to it recently.
- Information on what type of content you wish to play.
- If you have video issues, what format, resolution and bitrate is used?
- Description of the problem, including relevant pictures, log files and timestamps.
On Windows 7 and above, a helpful tool is the "Steps Recorder".
A recorded video file of the error or strange behavior is often the best way to explain the issue.
- When it comes to log files, we prefer it if you could send us log from DebugView. If DebugView log is hard to get, the in-application log could also work. The Professional player has the option to log everything its doing in the background.
- Stop the playback and select Settings > Preferences and then the Log tab.
- Under Log to system debugger, Max log level, select "Debug".
- Run Debugview on the player (file is attached)
- Save the log file from Debugview by going to File > Save as ...
- If you need unattended logging (to start Debugview whenever the player reboots), please do the following:
- Create a text file in the same folder as the file dbgview.exe and enter:
start "" /min dbgview.exe /t /l "C:\DISEContent\Logs\debugview.log" /o /n /h 10000
- Rename the file rundebugview.cmd and create a shortcut to it.
- Next, place this shortcut in the Startup folder in the Start Menu.
- If the software seems frozen, a memory dump from the task manager or Procdump (Sysinternals) is helpful (file is attached)
Use Procdump by opening the Command Prompt (cmd) and navigate to procdump.exe. Write for example "procdump replayhostapp.exe" and the dump will be created in the same directory.
- Information about the hardware via dxdiag:
- Press Windows + R and type in "dxdiag".
- Click on the Save All Information button (save this file to your windows desktop and name it dxdiag.txt).
- Send this text file.
- If a bug report dialog appears, please send it to us via the Send button and explain what happened.
- In the case a system restart or bluescreen happens, the Windows event log (Application and System) is interesting.
- If there is a file under "C:\DISEDump" that matches the time of the error, this would also be interesting.
- We also much appreciate if you can grant us access to log in remotely, for example via Teamviewer (https://www.teamviewer.com).