Crash or Freeze? Please send us a dump file!

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:

  1. Open a Windows Explorer window (keyboard shortcut: Windows+E)
  2. 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

  1. Open a Finder window
  2. 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!

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