Crash or Freeze? Please send us a dump file!

FlorianBome · April 21, 2021, 2:50pm

Although our software is known for its outstanding stability and robustness, it’s still possible that there is a crash or a freeze. For example, we’ve seen this when an Operating System installed an incompatible update, or when a third-party tool interferes with our software.

1. Crash

A crash is when the software (e.g. Bome MIDI Translator Pro or Bome Network) quits on its own. We can usually find the reason with a dump file.

Windows
Windows should create a .dmp file when a crash happens:

Open a Windows Explorer window (keyboard shortcut: Windows+E)
Type the following address into the address bar:
%APPDATA%\Bome\CrashDumps
If this folder does not exist or does not contain a relevant crash dump, please check this folder:
%LOCALAPPDATA%\CrashDumps

If you see a file that has a matching date and time of the crash, please send it to us via email.

MacOS

Open a Finder window
in the Go menu, use Go to Folder... to go to this folder:
~/Library/Logs/DiagnosticReports
If you see a file (usually .diag) that has a matching date and time of the crash, please send it to us via email.

You can also use this tool: Unexpectedly

2. Freeze

A freeze is when the program is still there, but has become unresponsive. Or, the program cannot be started anymore because an invisible instance is already running and blocks a new instance.

If you can reproduce a way to make our software unresponsive in some way, it would be great to send us a memory dump.

On Windows, do the following:

download and unzip Process Explorer.
Run procexp.exe (not procexp64.exe – even if on a 64-bit Windows!)
in Process Explorer, locate the software, e.g. MIDITranslator.exe
right-click, and select Create Dump --> Mini Dump

This will save a .dmp file. Please send it to us via email.

On macOS:

start Activity Monitor
select the software, e.g., MIDI Translator
Note: for some programs, like Bome Network, you will need to select Active Processes from the View menu to make it appear in the list.
click the gear tool button and select Sample Process
in the resulting Sample window, use the Save button to save to a .txt file

Please send this file to us via email.

Thank you very much!