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, useGo 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
(notprocexp64.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 selectActive Processes
from theView
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!