How to log crash files in Windows?
After a clean uninstall and re-install of the current drivers. In some special scenarios, some customers may continue to experience driver crashes and error messages. Gather Log files is the last step before escalating to tier 3. All other troubleshooting steps should be done including uninstalling and reinstalling the driver, Running windows updates, and testing under a new admin user on the computer.
Driver 6.3.36 and later
It is now possible to save a driver log file directly from the Wacom Desktop Center, so the process is the same for and for macOS.
See How to save a log file for instructions.
Driver 6.3.28 to Driver 6.3.35
With the release of the 6.3.28 driver the Wacom driver team. changed our Wacom log files need to be gathered. Now logging is part of the Driver under the "Wacom Preference File Utility." Below are the steps to turn logging on and off.
The driver logging controls are located within the Wacom Tablet Preference File Utility under a new Diagnostic Logs category. Here logging can be enabled and disabled, the logs folder can be cleared, and existing logs can be conveniently packaged onto the user’s desktop.
When enabled, logs are generated by the Tablet Service and each individual driver process into the C:\Wacom\Logs directory.
Logging will persist until the logging has been disabled by the user, or until the logs folder has reached a maximum of 1GB, at which point logging is automatically disabled. Users are not notified that logging has been disabled when the storage limit is reached. If the storage limit has been reached and users attempt to check the box to re-enable logging, the checkbox will not stay checked. Logs cannot be re-enabled until the storage size is reduced below the limit.
Log files are stored until the user clears the logs folder using the tools provided, or are manually deleted by the user.
Enable & Disable Logging
- To enable logging, select the ‘Diagnostic logging on’ checkbox in the Tablet Preference File Utility. A reboot is not required. The Wacom Driver will automatically create the needed folders and start logging. Logging files will hold a file size maximum of 1GB
- To disable logging, deselect the ‘Diagnostic logging on’ checkbox in the Tablet Preference File Utility. A reboot is not required.
- To clear logging files, select the ‘clear logs’ button in the Tablet Preference File Utility. A reboot is not required.
- When pressed, the ‘Package logs’ button in the Tablet Preference File Utility will compress all of the existing text (.txt) files in the C:\Wacom\Logs directory into a WacomLogs.waczip file on the user’s desktop. The user then can attach this file in email to the support agent.
- NOTE:There is currently no UI to notify the user that the logs are still being packaged. Instead, users will notice a platform-specific busy cursor until the process is complete.
If a WacomLogs.waczip file already exists on the user’s desktop, it will be overwritten. Consider it best practice to package the logs right after the error has occurred, while the error message is still up. Have the user perform all of the necessary steps to reproduce the issue while logging is enabled; this includes restarts, cold boots, tablet use, switching applications, etc.
Email Template to customer
Thank you for the information. At this point we will need to gather some logging files to see what the error is in detail. Within the Wacom Driver is a Logging File system to allow us to see the issue. Please follow the steps below.
Open the Start Icon or Windows Icon on your computer and go to Application or Apps.
Open the Wacom Tablet Folder and select Wacom Tablet Preference File Utility.
Under Diagnotic logs, click the Check box to enable logging.
Note: This will create a file on your computer to capture diagnostic driver logs. The Max size this folder will capture is 1GB.
Next please restart your computer, and then continue to use the tablet/driver until the issue happens again.
Once the issue occurs, please go back to the Wacom Tablet Preference File Utility
In the utility select the "Package Logs" button. This will save a new logging package to your desktop called "WacomLogs.waczip"
Next reply to this email and attach these logging files to the email and send them to me.
To turn off logging simply uncheck the logging box in the Utility and click the "Clear Logs" button to remove current logs.
Getting the Dump File
Please provide the steps below in order to collect the crash files in Windows to see the root of the problem. Once a log file is sent by the customer. Attach the file to the case notes and add a clear note of what has been done so far and what the issue is. Then escalate the case to the tier 3 queue.
How do you create a Crash Dump log file in Windows?
|== What is a Dump File ?==
A dump is a snapshot of an application at the point in time the dump is taken. It shows what was executing, what modules are loaded, and if saved with heap contains a snapshot of what was in the application’s memory at that point in time making a dump with heap potentially more useful for diagnosing an issue (dumps with heap do however have the disadvantage of being much larger files making them harder to upload/email). Dumps are primarily used for debugging issues that occur only machines the developer does not have access to (e.g. a crash occurs when running on a customer’s computer, but does not occur on the developer’s computer). Dumps are not only useful for crashes, another common example is capturing a dump of an application that is hung.
What is the easiest method for capturing a dump file ?
The easiest method for capturing a dump file will probably be to use ProcDump. The tool can be downloaded from Microsoft and configured using the command line with a single command. Then to disable the crash collection the user only needs to delete the ProcDump folder.
Once that’s complete the user just needs to do whatever they normally do to reproduce the issue. When the crash occurs they’ll see one or two black command prompt windows appear, this is procdump collecting a crash dump for the process that just crashed. This will catch any process crash, not just Wacom’s. If they can get their process to crash again, they just need to compress the crash dump and share it with you so that we can review it here.
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