In situations where Bria is crashing or unresponsive, a support representative may request you create and submit a crash dump file to help troubleshoot the issue.
Obtain a Crash File
Crash files are often created automatically by the OS and can be found in the following folder:
On macOS
/Users/USERNAME/Library/Application Support/CounterPath Corporation/Bria/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 "Option" key. An entry for "Library" should appear in the list of destinations.
Forward any text files found in the CrashDumps folder by attaching them to your open ticket.
On Windows
C:\Users\(USERNAME)\AppData\Local\CrashDumps
- (USERNAME) in this case refers to the name of the Windows account that installed Bria.
- The AppData folder is hidden by default; enter %APPDATA% in the address bar in Windows File Explorer, which takes you to the \AppData\Roaming\ folder. From there, navigate to \AppData\Local\CrashDumps.
You should see files with an extension ending with .dmp in the CrashDumps folder. Locate the Bria file created the day you experienced the issue. Compress or zip that .dmp file and attach it to your open ticket. If you don’t see any file created with the right date, you need to create a dump file. Read the section below.
Creating a Dump File on Windows
There are two ways to create a dump/crash file on Windows:
Method A: Using the Task Manager
If Bria is unresponsive, use Windows Task Manager to create a dump file.
- Right-click on the taskbar at the bottom of your screen, and select "Task Manager".
- Under the Processes tab, right-click on the Bria entry, and select "Create memory dump file". Windows will inform you of the path where this dump file is located.
- Open the folder informed by Windows. You should see files with an extension ending with .dmp listed there. Compress or zip the most recent .dmp file and attach that file to your ticket.
Method B: Look for a Dump File that may Still Exist
If Bria crashes unexpectedly 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, 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.
- The AppData folder is hidden by default; enter %APPDATA% in the address bar in Windows File Explorer, which takes you to the \AppData\Roaming\ folder. From there, navigate to the folder above.
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.