How To Report Issues To Drastic

dt logo 1.5inchWe are always happy to receive product ideas, new file/codec format information and bug/issue reports.  To make these reports as effective as possible, please read the following article on what we need to know to solve the issue in the quickest possible way.

System Information

  • Operating system, version and processor type (normally 32 or 64 bits)
  • Processor, RAM, network type and disk type/speed
  • Installed Drastic software (e.g. MediaNXS 32, MRWS 64)
  • Exact version number of Drastic software (e.g. 4.0.1.33)
  • Any other related software (Media Composer/Premiere/FCP version, any other plugins)

Windows XP~7, 32 and 64 bit

  • Hardware type (AJA, Bluefish444, etc.) and hardware driver version
  • Debug information capture during problem run
    • DbgView is the best capture program for windows:  DbgView from Microsoft
  • For Windows 7, the Problem Recorder can be used to capture the steps as a single file
    • Click the 'Start Menu'
    • In the run box type 'PSR' (without the quotes) and hit return
    • A small dialog will pop up that allows you to capture screenshots, clicks and add annotations

macOS

  • Hardware type (AJA, Bluefish444, etc.) and hardware driver version
  • Debug information is captured in macOS logs.  They can be accessed and saved under Applications/Utilities/Console

Linux 64 Bit (Centos, Ubuntu, etc)

  • Hardware type (AJA, Bluefish444, etc.) and hardware driver version
  • The debug information can be captured by running the application from a terminal, and copying the output to a text file

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