finding Crash log in Windows 7

[DonaldM]

When an error message pops up and you click where it says "Copy Error Message", where is that message going in Windows? How do I report the error back to Avid? I'm not clear on that process. I'm on Windows 7 running PT 12.3

I don't often have issues, but when I do, I'd like to report them...I'm just not clear how. Thanks.

[mesaone]

I believe it copies the error message to the clipboard, so you can paste it elsewhere.

[DonaldM]

Originally Posted by mesaone

I believe it copies the error message to the clipboard, so you can paste it elsewhere.

Okay, I'll check on that. But then, where do I report it to Avid?

[guitardom]

Originally Posted by DonaldM

Okay, I'll check on that. But then, where do I report it to Avid?

You can report it to ideascale, but that is about it. If it creates a crashlog, then you can send that directly to avid.

[DonaldM]

Originally Posted by guitardom

You can report it to ideascale, but that is about it. If it creates a crashlog, then you can send that directly to avid.

Right. But to who at Avid, or where is that uploaded?

[guitardom]

Originally Posted by DonaldM

Right. But to who at Avid, or where is that uploaded?

First, save and name the crashlog. Then hit the "send to Avid" button on the crashlog.

In this case you didnt get a crashlog so idea scale is all you have.

[DonaldM]

I guess I'm still not quite understanding this, so let me try this again from the top.

I looked in the Users/<username>/AvidLogFiles folder and I see some Crash logs from 2 years ago, but nothing recent, even though I've had a few instances of PT just shutting down and rebooting. I thought that if PT shut down and rebooted and an error window came up that a crash log was also created for that event. So...

1. What behavior causes a crash log to be created and put in the AvidLogFiles folder?
2. I see no option to "Send to Avid" from the Crash log folder that is there. Where does that appear?
3. Are the error windows that pop up when PT fails to function not creating crash logs? What's the difference between those and a crash log report?
4. When you save an error window, what do you do with it?

I'm just trying to understand how this works. Thanks.

[guitardom]

Originally Posted by DonaldM

I guess I'm still not quite understanding this, so let me try this again from the top.

I looked in the Users/<username>/AvidLogFiles folder and I see some Crash logs from 2 years ago, but nothing recent, even though I've had a few instances of PT just shutting down and rebooting. I thought that if PT shut down and rebooted and an error window came up that a crash log was also created for that event. So...

1. What behavior causes a crash log to be created and put in the AvidLogFiles folder?
2. I see no option to "Send to Avid" from the Crash log folder that is there. Where does that appear?
3. Are the error windows that pop up when PT fails to function not creating crash logs? What's the difference between those and a crash log report?
4. When you save an error window, what do you do with it?

I'm just trying to understand how this works. Thanks.

We really don't know what exact variables that will cause a PT crashlog to be created.

The option to send to Avid is given when the crashlog is created, thats it.

You will know when a PT crashlog is created. You get a big popup window asking you to name it and save it along with the ability to send it. Otherwise, errors and crashes are just that, but they didn't "trip the trigger" for PT to create the crashlog. The only other places that might contain info on that is in the Event Viewer and in the Avid DLOG file which is what you would post to Idea scale with any other crash. The ability to access the DLOG file is available within my Trasher App. They need the recipe (exact order of events) that caused the problem, repro ability is best, and the session it happened in and the DLOG file needs to be sent right after it happened. If you continue to work after it happened, the issues will get lost in the file.

[DonaldM]

Originally Posted by guitardom

We really don't know what exact variables that will cause a PT crashlog to be created.

The option to send to Avid is given when the crashlog is created, thats it.

You will know when a PT crashlog is created. You get a big popup window asking you to name it and save it along with the ability to send it. Otherwise, errors and crashes are just that, but they didn't "trip the trigger" for PT to create the crashlog. The only other places that might contain info on that is in the Event Viewer and in the Avid DLOG file which is what you would post to Idea scale with any other crash. The ability to access the DLOG file is available within my Trasher App. They need the recipe (exact order of events) that caused the problem, repro ability is best, and the session it happened in and the DLOG file needs to be sent right after it happened. If you continue to work after it happened, the issues will get lost in the file.

Okay, thanks for the info. I didn't realize that a crashlog pop up window would show up with the option to send. That I haven't seen...at least I don't recall seeing one. Perhaps that's a good thing!