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How do I create or obtain crash files?

 
Windows  | 
 
OS X

In situations where Bria X is crashing or unresponsive, a CounterPath Support Representative may request you create and submit a crash dump file to help troubleshoot the issue.

Creating and Obtaining a Dump File in Windows

There are three different ways that a dump/crash file can be generated:

A) Bria sends you a notification to submit a crash report

B) Using the Task Manager to create a dump file when Bria becomes unresponsive

C) Bria crashes unexpectedly, but a dump file may still exist

A) In this case Bria has been able to detect the crash and send the dump to our server. In order for us to find the dump there, please let us know the date and time of the crash (if possible - this is the most useful information), the name for the machine that crashed, the exact version and build number of Bria that you are using, and which operating system you are using. This should help our team find the crash dump on our server.

B) If Bria is unresponsive, please open Windows Task Manager by right-clicking on the taskbar at the bottom of your screen and selecting "Start Task Manager", then find the Bria entry under the Processes tab. Right-click on it, and select "Create dump file". Windows will inform you of the path where this dump file is located. There should be files with an extension ending with .dmp listed there. Please compress or zip the most recent .dmp file and attach that file to your ticket and send them to us.

C) If Bria crashes without warning or notification, there may still be a dump file available, but Bria couldn't send it to the server due to the crash itself or for some other reason. In this case, please navigate to:

C:\Users\(USERNAME)\AppData\Local\Temp\CounterPath Corporation

USERNAME in this case refers to the name of the Windows account that installed Bria. Also, the AppDate folder is hidden by default.

There should be files with an extension ending with .dmp listed there.

Please compress or zip the most recent .dmp file and attach it to your open ticket.

 

Obtaining a Crash File in OS X

Crash files are often created automatically in OS X and can be found in the following file path

/Users/USERNAME/Library/Application Support/CounterPath Corporation/Bria​ X/CrashDumps

USERNAME in this case refers to the name of the Mac account that installed Bria.

The "Library" folder is hidden by default. You can reveal it by selecting "Go" in Finder, then holding the "Control" key. An entry for "Library" should appear in the list of destinations.

Please forward any text files found in the CrashDumps folder to your CounterPath Support Representative by attaching it to your open ticket.

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