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Client: Where is the troubleshooting log written in the unlikely event iGrafx crashes and what do I do?

Introduction:

iGrafx should not be crashing. If it is crashing (e.g. abnormally terminating, exiting on its own, falling down, falling over, stopping, disappearing, etc.), we encourage you to first read our Knowledge Base article "Client: Why is iGrafx giving a Fatal Program Error or other crash symptom, and what do I do about it?". If you have already read that article, and are looking to provide troubleshooting log information to iGrafx, then please see below.

Information on Windows Error Reporting Bucket ID and the iGrafx log file:

iGrafx attempts to capture information in both the Microsoft "Windows Error Reporting" (WER) mechanism, and a 'log file' with information about the crash. Each of these possible areas for troubleshooting information is covered in detail:

  1. Windows Error Reporting (WER): Starting with version 13.1.2.1170, a Microsoft windows error reporting dialog will appear, allowing you to anonymously send data about the crash to Microsoft, who then forwards it to iGrafx. It is up to you about whether you send this data or not. If you do send the data, please realize there will be a delay before the data is sent to iGrafx by Microsoft. If you want iGrafx to help you debug the source of the problem, after trying all of the steps in the article "Client: Why is iGrafx giving a Fatal Program Error or other crash symptom, and what do I do about it?" that was referenced above, we encourage you to voluntarily submit the following information to our support organization:
  1. Please note the date and time the problem occurred and if, or when, the data was sent to Microsoft.
  2. Retrieve the Bucket ID number from the Event Viewer:
  1. Open the Event Viewer (On WindowsXP, Go to the Control Panel, then Administrative Tools, and then Event Viewer).
  2. Click on the Application category, to view Application events (If you have viewed the Event Viewer previously, please Refresh the list; Right-click in the right pane and choose Refresh).
  3. Look for a recent Error type of event recorded about the time the application crashed. There will be two events (either two errors, or an error and an information event) with the following type of 'Description' text related to the crash of iGrafx that will be helpful to send to us:
  1. "Faulting application flow.exe", followed by information on the iGrafx version, internal modules (dll's), etc. that are of use in analyzing your problem.
  2. "Fault bucket" followed by a unique number (ID) for the problem that was encountered. For example, "Fault Bucket 1496487221." Note that there is a link to click on for more information, but this may not help you with your specific iGrafx problem.
  • Please also send the information requested in the article on crashing; namely the set of steps to reproduce the problem, the exact build of the software (from the Help menu, choose About iGrafx and note the Build number), and the file you were working on at the time of the crash.
  • In iGrafx versions prior to 13.1.2.1170, and v14.0.0.1251 and later: A log file (e.g. flow.log) may be written that will help iGrafx engineers debug the source of the problem. The log file is a plain text file with Hexadecimal codes, and will have each crash event appended to it. 
  1. The location of the flow.log file is written to the location where the Tools > Options command sets for files; by default, this is in the user's "My Documents" (or "Documents") folder, in a folder called iGrafx, to comply with Windows security requirements.
  2. Please also send the other information requested above (steps to reproduce, build of iGrafx, and the file causing the issue).

Note: Older, unsupported versions of iGrafx may write the log file in the directory (folder) where the program is installed. For example, a flow.log file would be in the location where iGrafx is installed is by default in English operating systems, at "C:\Program Files\iGrafx\Pro\<version>\flow.log". If you have an old version of iGrafx, and you do not have permission to create files in the folder where iGrafx was installed, and this prevents writing the log file altogether, have your administrator create a "flow.log" text file initially and then set the protections on that file such that iGrafx can write to it going forward. The Administrator does not have to open up the entire directory, only the permissions on the flow.log file.

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