0 Replies Latest reply on Jan 7, 2016 11:06 AM by Jeff Almasol

    FAQ: How do I collect application and system information for troubleshooting issues?

    Jeff Almasol Adobe Employee

      The Character Animator team might request certain application or system information for diagnosing issues and crashes. This document describes how to collect this information.

       

       

      Character Animator Log file

       

      To set up the log file:

      1. Quit Character Animator.
      2. Open the Character Animator preferences folder (replacing youruseraccountname as appropriate):
        Mac: /Users/Library/youruseraccountname/Preferences/Adobe/Character Animator/Preview/
        Windows: C:\Users\youruseraccountname\Adobe\Character Animator\Preview\
        You can go to this folder quickly by opening any Windows Explorer window or Start menu, then typing the following into the address field: %appdata%\Adobe\Character Animator\Preview\
      3. In the logs subfolder, create a text file (contents don’t matter) named: Character Animator Log.txt
        Note: If the OS is currently hiding file extensions, don’t include the .txt part. Otherwise, the file will be called Character Animator Log.txt.txt, and logging won't occur.

       

      To collect logging information:

      1. Launch Character Animator, and perform the action to diagnose.
      2. Quit Character Animator.
      3. Log a bug report, and attach the Character Animator Log.txt file to it.

      Each time Character Animator runs, it renames the previous log file as Character Animator Log-last.txt, but it keeps only one previous session’s log so copy it elsewhere if needed.

       

       

      System information

       

      To collect general system information:

      1. Launch System Information, as follows:
        • Mac: Hold down Option as you choose Apple > System Information.
        • Windows: Tap the Windows button (to start a search), type msinfo32 then press Enter.
      2. Choose File > Save (Mac) or File > Export (Windows), then specify a location and name for the system report.

       

      To collect GPU and OpenGL information:

      • Use GLview:
        1. Download GLview from http://www.realtech-vr.com/glview/download.php and install it.
        2. Run the OpenGL Extension Viewer.
        3. Click the blue cylinder icon (on the right side of the toolbar), choose Save as, then specify a location and name for the report.
      • (Windows) Use GPU-Z:
        1. Download TechPowerUp GPU-Z from http://www.techpowerup.com/gpuz/ and run it. You don’t need to install it — running in standalone mode is fine.
        2. Take a screenshot of the Graphics Card tab.

       

       

      Crash reports

       

      To collect a crash report:

      1. When the crash occurs, take a screenshot of any error message dialog box (expand it to show more information, if there’s an option to do so).
      2. Quit Character Animator.
      3. (Mac only) If the Apple crash report windows appear, you can submit the report to Apple. If the Adobe crash reporter window appears, please submit it to us, and include your e-mail address to help us track your report.
      4. Open the folder containing the crash dump file (replacing youruseraccountname as appropriate):
        • Mac: /Users/Library/youruseraccountname/Library/Logs/DiagnosticReports/
        • Windows: C:\Users\youruseraccountname\AppData\Local\CrashDumps\
          You can go to this folder quickly by opening any Windows Explorer window or the Start menu, then typing the following into the address field (replacing version as appropriate): %localappdata%\CrashDumps\
      5. Find the .crash (Mac) or .dmp (Windows) file with Character Animator in the name and with a modification date matching the time that the application crashed, and archive/compress it into a .zip file.

       

      If Character Animator crashes, the next time it is launched all puppets and scenes will be closed and all items will be deselected to prevent a possible crash on startup (that is, avoid a condition that might’ve caused a crash in the previous session). This is equivalent to holding down the Shift key immediately after launching Character Animator, which you can still do at any time if you want to launch without having any puppets or scenes open.

       

      Note: If a crash did occur in the previous session, undoing the last action might cause a crash again. If so, submit a crash report with a .zip archive of your current project’s repo.noindex folder attached. This folder is located, by default, in your user Documents/Adobe/Character Animator/Preview/Character Animator Project/Ch Data (Mac) or Documents\Adobe\Character Animator\Preview\Character Animator Project\Ch Data (Win) folder.