Instructions for CaptureLogs

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Tony Rivera

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Instructions for CaptureLogs

PostTue Oct 27, 2015 9:12 pm

Here are a few ways you can create CaptureLogs for Resolve:

Macs:
For diagnosing Resolve related issues, you can provide us with a couple of important files. One is the Resolve CaptureLogs .tgz file, which will contain Resolve log information. Another is your Mac System Profile information in a .spx file, which will provide additional Mac specific log info, plus information on your specific hardware and driver versions.

For the .tgz file, open a Finder window, and navigate to the /Library/Application Support/Blackmagic Design/DaVinci Resolve folder and double click CaptureLogs. That will place a .tgz file on your desktop. Run CaptureLogs after a Resolve crash, and before restarting Resolve.

For the .spx file, click on the Apple icon in the upper left of the display and select "About This Mac". Then click on More Info and then System Report. In the System Information menus at the top of the display, select the File menu, then Save.

If you have a project that will cause a repeatable crash, use the Resolve File menu, then Export Project, and send us the .drp of the project to look at, along with the details needed to recreate the crash.


Windows:
When troubleshooting Resolve issues, there are a couple of diagnostic files that can help. A Resolve logs .zip file, and a Windows System Information .NFO file. Below is info on how to generate these files:

In an Explorer window, go to this path:

C:\Program Files\Blackmagic Design\DaVinci Resolve
And run the CaptureLogs.bat file. This will place a .zip file on your desktop.
If Resolve has crashed, run this before restarting Resolve.

Then, right click on the Start icon.
Select Control Panels.
Select Administrative Tools.
Select System Information.
Select File, then Save. Do not use Export.

Send us the .zip file and the .NFO file.

If you have a project that will cause a repeatable crash, use the File - Export Project menu and export a .drp file and send that, along with detailed instructions on how to recreate the crash after loading the project. In the Export Project dialog window that opens, don't check any of the 4 checkboxes. That will keep the .drp file as small as it can be.

Linux:
Select the CentOS Applications menu icon, select DaVinci Resolve, select Capture Logs. After several seconds, a window will appear on screen to tell you the file has been saved, and it will show the name and location of the file.
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Dave Willis

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Re: Instructions for CaptureLogs

PostWed Dec 02, 2015 5:32 pm

Thanks for the detailed instructions to get capture logs, very helpful. I would like to submit them with a 'failed to set video output' problem for DVR 12.1.015 but can not see a specific section to do this, is there a section for bug reports?
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Tony Rivera

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Re: Instructions for CaptureLogs

PostFri Dec 04, 2015 7:53 pm

You can start a thread of your own if you are unable to locate your particular issue already mentioned in the Resolve area.
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waltervolpatto

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Re: Instructions for CaptureLogs

PostFri Dec 04, 2015 11:54 pm

Tony, how to do it in Linux?
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Tony Rivera

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Re: Instructions for CaptureLogs

PostThu Dec 10, 2015 7:27 pm

Edited the post to add Linux.
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waltervolpatto

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Re: Instructions for CaptureLogs

PostThu Dec 10, 2015 9:36 pm

thanks!!
SuperServer 5039AD-I
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Colin Whyles

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Re: Instructions for CaptureLogs

PostFri Mar 11, 2016 4:24 pm

I have installed DaVinci Resolve 12 from the Apple Store on my 2013 Mac Pro, and do not have a /Library/Application Support/BlackMagicDesign folder. I cannot find the CaptureLogs application anywhere. Is it all hidden?
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Eddy Juillerat

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Re: Instructions for CaptureLogs

PostFri Apr 01, 2016 9:54 am

I think it would be nice to have a thread specific for crash logs.
Cameras: [BMPCC4K - Panasonic Lumix lenses]-[BMCC 2,5K EF - Sigma EX lenses]
System: Windows 10 64 bits on SSD - 5.1 - Resolve 16
Asus board X99-s - Intel Core i7-5960x 3 GHz - RAM 32 GB - Nvidia Quadro K4000
CUDA 3.0
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Tony Rivera

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Re: Instructions for CaptureLogs

PostFri Apr 01, 2016 10:57 pm

Colin Whyles wrote:I have installed DaVinci Resolve 12 from the Apple Store on my 2013 Mac Pro, and do not have a /Library/Application Support/BlackMagicDesign folder. I cannot find the CaptureLogs application anywhere. Is it all hidden?

Sorry for the delay in response. I've brought this up and it is being looked into.
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Tony Martin

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Re: Instructions for CaptureLogs

PostTue May 03, 2016 5:49 pm

You write: "Send us the .zip file and the .NFO file" or you suggest starting a thread.

I do not want to start a thread as I can say nothing about the crash other than the save stopped at 5% and then responded no further.

The "Send us an email" link on your "Support Center" page does not have the facility to add a file attachment (as far as I can see.)

So where do I send the ZIP file to?

Thank you.
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Tony Rivera

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Re: Instructions for CaptureLogs

PostWed May 04, 2016 11:34 pm

You can provide a dropbox link for the logs in the subject of the email for us to view them if you prefer.
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Paul R. Williams

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CaptureLogs application missing on OS X El Capitan

PostThu Jun 02, 2016 12:51 pm

Tony Rivera wrote:
Colin Whyles wrote:I have installed DaVinci Resolve 12 from the Apple Store on my 2013 Mac Pro, and do not have a /Library/Application Support/BlackMagicDesign folder. I cannot find the CaptureLogs application anywhere. Is it all hidden?

Sorry for the delay in response. I've brought this up and it is being looked into.

I have the same problem. I installed DaVinci Resolve 12.5.0b.042 (Beta) on an iMac 27" (late 2012) under OS X 10.11.5 (El Capitan). I also previously installed the Fusion trial version. In /Library/Application Support/Blackmagic Design I only have a Fusion subfolder and I can't find the application CaptureLogs anywhere. It almost looks like DR is NOT WRITING LOG ENTRIES on OS X 10.11.5? Maybe there's a permissions issue here?

As I have many crashes at present, I would really like to see some logging to try and track down the cause.
The crashes occur usually in connection with "4K" DMG source material (Timeline 3998 x 2160 DCI Flat 1.85, Raw media vom URSA 4K has 4000x2160).
Paul R. Williams
    BMPC4K, URSA EF 4K, URSA Mini Pro 4.6K (EF/PL)
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Tinzel Uy

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Re: Instructions for CaptureLogs

PostThu Jun 02, 2016 3:37 pm

How do I send to you guys my capture logs?
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waltervolpatto

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Re: CaptureLogs application missing on OS X El Capitan

PostFri Jun 03, 2016 6:38 am

Paul R. Williams wrote:
Tony Rivera wrote:
Colin Whyles wrote:I have installed DaVinci Resolve 12 from the Apple Store on my 2013 Mac Pro, and do not have a /Library/Application Support/BlackMagicDesign folder. I cannot find the CaptureLogs application anywhere. Is it all hidden?

Sorry for the delay in response. I've brought this up and it is being looked into.

I have the same problem. I installed DaVinci Resolve 12.5.0b.042 (Beta) on an iMac 27" (late 2012) under OS X 10.11.5 (El Capitan). I also previously installed the Fusion trial version. In /Library/Application Support/Blackmagic Design I only have a Fusion subfolder and I can't find the application CaptureLogs anywhere. It almost looks like DR is NOT WRITING LOG ENTRIES on OS X 10.11.5? Maybe there's a permissions issue here?

As I have many crashes at present, I would really like to see some logging to try and track down the cause.
The crashes occur usually in connection with "4K" DMG source material (Timeline 3998 x 2160 DCI Flat 1.85, Raw media vom URSA 4K has 4000x2160).


your nvidia card has only 2gb of vram, not enough for 4k/uhd
SuperServer 5039AD-I
C9X299-PGF - DDR4-2400 16x4 GB
i9-7920xCPU 12c 2.90GHz Water cooled
2x GTX 1080ti DeckLink Studio 4K
Window10 - BMR St. 16.1.0B.025
nvidia: 430.86 studio
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AndreasOberg

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Re: Instructions for CaptureLogs

PostThu Oct 04, 2018 9:42 am

So at my work computer I have had problems all the time with starting Resolve since version 15.
Now it works most of the time.
What is the best way to generat logs. Should I make the logs while it is frozen loading or after it has loaded.

For me it stops at the Loading Fairlight section. If I restart windows it will often work again.
Latest version of Davinci Resolve (not studio, I got Studio at home). Microsoft certified computer because I work for a Microsoft company.

OS Name Microsoft Windows 10 Enterprise
Version 10.0.14393 Build 14393
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name A-ANOBER-W10-2
System Manufacturer Dell Inc.
System Model Precision Tower 7910
System Type x64-based PC
System SKU 0619
Processor Intel(R) Xeon(R) CPU E5-2687W v3 @ 3.10GHz, 3101 Mhz, 10 Core(s), 20 Logical Processor(s)
Processor Intel(R) Xeon(R) CPU E5-2687W v3 @ 3.10GHz, 3101 Mhz, 10 Core(s), 20 Logical Processor(s)
BIOS Version/Date Dell Inc. A19, 08/05/2017
SMBIOS Version 2.8
Embedded Controller Version 255.255
BIOS Mode UEFI
BaseBoard Manufacturer Dell Inc.
BaseBoard Model Not Available
BaseBoard Name Base Board
Platform Role Desktop
Secure Boot State On
PCR7 Configuration Binding Not Possible
Windows Directory C:\Windows
System Directory C:\Windows\system32
Boot Device \Device\HarddiskVolume6
Locale United Kingdom
Hardware Abstraction Layer Version = "10.0.14393.2068"
Username EUROPE\a-anober
Time Zone GMT Summer Time
Installed Physical Memory (RAM) 64.0 GB
Total Physical Memory 63.8 GB
Available Physical Memory 50.0 GB
Total Virtual Memory 68.8 GB
Available Virtual Memory 42.3 GB
Page File Space 5.00 GB
Page File C:\pagefile.sys
Device Guard Virtualisation based security Not enabled
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualisation Enabled in Firmware Yes
Hyper-V - Data Execution Protection Yes

I am happy to upload the logs.
/Andreas
Consulting Lead VFX Microsoft Games/Rare Ltd
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FroggyKiwi

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Re: Instructions for CaptureLogs

PostSun Oct 14, 2018 7:40 pm

Tony Rivera wrote:You can provide a dropbox link for the logs in the subject of the email for us to view them if you prefer.



hi Tony, don't know if you're still part of the team and if it is still a thread relevant to Bug report for Resolve 15 but here is a link to my Bug report. Resolve is unusable at this stage, Fusion page is completely broken.


Any help would be appreciated at this stage ! Thanks
iMac Retina 5K, 27inch, 2017 - OS High Sierra on 2TB Fusion Drive - 4.2 Ghz 4 Intel core i7 - 40 GB 2400 Mhz DDR4 - GPU Radeon Pro 580, 8GB

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