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.
Creating and Obtaining a Dump File in Windows
There are three different ways that a dump/crash file can be generated:
- Bria sends you a notification to submit a crash report
- Using the Task Manager to create a dump file when Bria becomes unresponsive
- Bria crashes unexpectedly, but a dump file may still exist
1) 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), what you were doing that triggered it, and the reference number generated when the crash log is sent.
The crash report notification will show a reference number before you actually send the crash log- you still need to manually send it from that window
2) 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.
3) 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 AppData folder is hidden by default; you can navigate to it by entering %APPDATA% in the address bar in Windows Explorer.
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 MacOS
Crash files are often created automatically in MacOS and can be found in the following file path
/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 "Control" key. An entry for "Library" should appear in the list of destinations.
Please forward any text files found in the CrashDumps folder by attaching them to your open ticket.