Knowledge base

Gathering information about an error

If you encounter a problem with your software, we may ask you to send us some debugging information to help us locate and fix the error.

To collect error information:

1) Launch sensory diagnostics

In newer installations, Sensory Diagnostics can be found on the start menu: Start->All Programs->Sensory Software->Utilities
If its not there, use Windows Explorer to look in in the folder: C:Program FilesSensory SoftwaressUtils

2) Follow the instructions on screen.

Please enter as much information as possible about the error. This should include:

Your name and contact details
A description of the error
What the error message said (if there was one)
What you were doing when the error occurred
How to reproduce the error

3) Start the program that is causing problems

Click Next and Sensory Diagnostics will then instruct you to launch your software.

You should leave Sensory Diagnostics running, and use the software that caused the error until you encounter the error again.

Once the error has occurred again, close the software (if it is still running).

4) Return to sensory diagnostics

When you click Next in Sensory Diagnostics, it will save the diagnostics information to your desktop.

Please send the diagnostics file to us with a details description of the steps you took to encounter the problem so that we can reproduce and fix the error.