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 "Desktop 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:
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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 "Desktop 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:
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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.
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.