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.
- Composer 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. Composer has the option to log everything its doing in the background.
- Download DebugView from here: https://docs.microsoft.com/en-us/sysinternals/downloads/debugview
- Stop the playback and select File > Options > Preferences and then the Log tab.
- Under Log to system debugger, Max log level, select "Debug".
- Run Debugview
- Save the log file from Debugview by going to File > Save as ...
- If the software seems frozen, a memory dump from the task manager or Procdump (Sysinternals) is helpful
- Download Procdump from here: https://docs.microsoft.com/en-us/sysinternals/downloads/procdump
- Open a 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).