Instructions for CaptureLogs

[Tony Rivera]

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.


Update:
• For Resolve 15+, capture logs from Help menu > Create Diagnostic Logs on Desktop.
• Refer to the FAQs' Logs section for instructions to create logs outside Resolve.

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?

[Tony Rivera]

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

Tony, how to do it in Linux?

[Tony Rivera]

Edited the post to add Linux.

thanks!!

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?

I think it would be nice to have a thread specific for crash logs.

[Tony Rivera]

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.

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.

[Tony Rivera]

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

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).

How do I send to you guys my capture logs?

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

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

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

what to do if the zip file and nfo file is bigger than 1mb?

what to do if the zip file and nfo file is bigger than 1mb?

Post a link to logs on a document storage service (e.g. Dropbox or WeTransfer)