| Gathering
files |
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| 1.
Trace files recording the failing situation on your computer
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| 2. A
ZIP of your Thinstall project as produced by Setup Capture (you do
not need to include the bin directory) |
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| Trace
files record everything the application does and can often help us
pinpoint problems without needing to reproduce the issue here.
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| How to
produce a trace file: |
| -
Before executing your Thinstalled application, please execute the
program Log Monitor. If you are
testing your virtualized app on another PC, Log monitor can be run
from a network share without installation. |
| - Run
your Thinstalled app until it fails or operates differently from
the native version. At this point use the task manager to kill the
application if a error message has appeared. By terminating the
application soon after the error occurs, it limits the amount of
extra information that needs to be recorded and sifted.
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| Special
Note: Many applications will have sub-processes that they execute.
Thinstall will create one .trace for each process executed. You
should include all .trace files in the ZIP file uploaded with your
trouble ticket. |
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| We
would like to be able to reproduce the problem here. To do this we
will need a ZIP of your Thinstall package and detailed instructions
on what to do if the problem does not occur on immediate startup.
You can attach the ZIP file to your support ticket using the web
interface or upload it using ftp to thinstall.com (user/pass =
thinstall/thinstall). When creating the ZIP file, we do not need
the "bin" directory since that is easy to recreate here, but we do
need the project files produced by SetupCapture. |
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| If you
can't send us the package files, the trace often provides enough
clues to determine what is happening. A few common reasons people
are not able to send us their captured package files:
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| -
Package files contain confidential information |
| -
Application requires a server component and the error does not
occur until after connecting to the server |
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