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 Explorerwindow (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
Finderwindow - in the
Gomenu, 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
Linux
- Start a bash shell.
- In the shell, execute this command:
ulimit -c unlimited - From the bash shell, run the program, e.g.:
~/Bome\ Network
Now when it crashes, it should create a file core in the same directory where you’ve started the program. Please send us this core file.
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 Processesfrom theViewmenu to make it appear in the list. - click the gear tool button and select
Sample Process - in the resulting Sample window, use the
Savebutton to save to a .txt file
Please send this file to us via email.
Linux
- enable core dumps and run as outlined above in the Crash section
- when the freeze occurs, open a separate shell and execute this command:
killall -s 6 <prog name>
Where is the name of the frozen program, e.g.:
killall -s 6 Bome\ Network - in the first shell, the program will crash and create a
corefile.
Thank you very much!