Creating Crash Logs

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Chuck Brown

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Creating Crash Logs

PostMon Aug 19, 2019 2:17 pm

Can any one share with me the procedure for Studio 16 to create the necessary crash logs for troubleshooting? I've found several posts that direct me to an app that is not in the folder structure any more.

If I remember correctly from my Autodesk days, there is a way to go through terminal and create a .tar file but I do not remember the procedure or location of doing this properly.

Thanks for the help.

Mac on Mojave
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Peter Chamberlain

Blackmagic Design

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Re: Creating Crash Logs

PostTue Aug 20, 2019 2:02 am

DaVinci Resolve Product Manager
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Chuck Brown

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Re: Creating Crash Logs

PostWed Aug 21, 2019 2:47 pm

Thanks Peter. Seen this page already. This folder that I am directed to with the CrashApp does not exist on my system. Am I missing something?
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Shrinivas Ramani

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Re: Creating Crash Logs

PostWed Aug 21, 2019 2:57 pm

Please check under the Logs section in the same page. Here's a snippet.
Logs
DaVinci Resolve has a function to generate diagnostic logs that can be analysed to look for problems. It is important to get the logs from DaVinci Resolve, generated immediately after a crash. OS generated diagnostics and logs are of little use. Please post a link to these logs on the forum - this will often give others a chance to assist you.

You can grab logs by restarting DaVinci Resolve and choosing “Create Diagnostic Logs on Desktop” from the Help menu. If you have automatic crash reporting enabled, adding your contact details and description would help us contact you if we need further details.

If you cannot launch DaVinci Resolve after a crash, please follow the steps below:
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Chuck Brown

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Re: Creating Crash Logs

PostWed Aug 21, 2019 3:05 pm

This folder does not exist on my system

/Library/Application Support/Blackmagic Design/DaVinci Resolve folder

I have a Blackmagic Design folder that contains 4 folders
Blackmagic DackLiink
Cintel
Multibridge
Streaming

Where is the crash log app?
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Shrinivas Ramani

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Re: Creating Crash Logs

PostWed Aug 21, 2019 3:10 pm

The folders in the FAQ are standard application folders that are created and populated by the installer.

I will assume you have checked using the Go To command in your Finder, or typed this in Terminal to check that the folder really doesn't exist.
Code: Select all
open "/Library/Application Support/Blackmagic Design/DaVinci Resolve"


If they're missing from your system, you will need to reinstall DaVinci Resolve.
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Chuck Brown

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Re: Creating Crash Logs

PostWed Aug 21, 2019 3:17 pm

Theres and answer I can act on.

I did an update from 15 to 16 so I'm guessing that a complete uninstall and reinstall would be my best path. I'll get back with you after this is complete with an update on the appearance of the crash app and on if I still have crashing with turning on OpenFX plugins.

Thanks for your help.
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Chuck Brown

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Re: Creating Crash Logs

PostWed Aug 21, 2019 5:43 pm

Did and re-install and checked the update for Sapphire, still crashes when trying to turn on OFX. But our IT guy managed to generate what he believes is the crash log you are looking for. Even though the folder and app did not show up on the re-install. Let me walk through what we did.

Uninstalled 16.

Went to App store, downloaded and installed Studio 16.
Checked Sapphire version 11.4 was installed
Opened the app and turned on OFX
Crash
Opened again and went to Help menu and selected Create Diagnostic Log
DaVinci-Resolve-logs-20190821-122430.zip
(72.09 KiB) Downloaded 43 times


Please let me know if there is any thing else that might aid you in curing my issues.

Thanks.
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Chuck Brown

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Re: Creating Crash Logs

PostWed Aug 21, 2019 5:45 pm

This is my Mac System Report if it is of additional help.
AMS Mac System Report.zip
(414.07 KiB) Downloaded 39 times
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Username

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Re: Creating Crash Logs

PostWed Aug 21, 2019 10:11 pm

What happens if you disconnect your Mini Monitor and relaunch Resolve?
Grew up with a Nikon FM - Evolving with a BMMCC
Resolve Studio 16.2.4 - Fusion Studio 16.2.4
Mac mini & MBP 16GB - PowerColor Vega 56 8GB
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Chuck Brown

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Re: Creating Crash Logs

PostWed Aug 21, 2019 10:18 pm

Unpluged the mini and still crashed when enabling OFX. Worth a try though. I'm willing to try any thing at this point! :-)
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Dwaine Maggart

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Re: Creating Crash Logs

PostWed Aug 21, 2019 11:19 pm

If you are using the App Store version of Resolve, the log paths mentioned above are not correct.

Another issue with using the App Store version.

Where they'll be with the App Store version will be different for the free and Studio versions.
Dwaine Maggart
Blackmagic Design DaVinci Support
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Dwaine Maggart

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Re: Creating Crash Logs

PostWed Aug 21, 2019 11:25 pm

Many third party OFX plugins will not work in the Mac App Store version due to Apple sandbox restrictions.

You should verify with Red Giant if the version of Magic Bullet Looks plugins you are using are compatible with the Resolve App Store version.
Dwaine Maggart
Blackmagic Design DaVinci Support
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Chuck Brown

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Re: Creating Crash Logs

PostMon Aug 26, 2019 2:15 pm

Thanks for the help Dwaine.

We contacted Boris (owner of Sapphire now) and they have assured us that the version we are running is compatible with the App Store version. I'm not sure were that leaves us now. With the purchase version from Blackmagic now being more inline with the price point of the App version we are willing to purchase that if you think it will hep, but as far as Boris is concerned, we should not be having any issues with loading them in Studio 16.

Also, you mention that the App store version has log paths that are different but don't mention where to find them.

Please let me know your advice on how to proceed as we will need to get these plugs working with in the month.

Thanks.
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Dwaine Maggart

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Re: Creating Crash Logs

PostMon Aug 26, 2019 5:34 pm

You are talking about Boris/Sapphire, but I'm talking about the Red Giant Magic Bullet Looks3 plugin that is causing your crash.

Verify with RedGiant that their Magic Bullet stuff works with App Store Resolve.

The log files your IT guy provided were OK.

If, in the future you needed to get those manually, for your specific user, they would be here:

/Users/cbrown/Library/Containers/com.blackmagic-design.DaVinciResolveAppStore/Data/Library/Application Support/logs

However, it would me MUCH better to generate them from the Resolve Help menu, as your IT guy apparently did.
Dwaine Maggart
Blackmagic Design DaVinci Support
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Chuck Brown

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Re: Creating Crash Logs

PostMon Aug 26, 2019 5:47 pm

Copy that.

This might piss you off but I was under the impression that my issue with with Boris the entire time. I am really sorry about that Dwaine. I will check with Red Giant for sure. I needed Sapphire up and running not Magic Bullet so I guess I was focused on that. My mistake.

I'll let you know what comes of it.

Thanks.
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Chuck Brown

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Re: Creating Crash Logs

PostMon Aug 26, 2019 7:57 pm

Sure enough, Magic Bullet is not compatible with App Store Resolve just as you suspected. Deleting the OFX folder allowed me to turn them on in Resolve without crashing.

I have just one remaining question now. When I bring in an XML from Premier for finishing and it contains Sapphire transitions they are replaced with cross dissolves. Is there a way for them to be interpreted properly in OFX or am I out of luck with that and need to recreate them in Resolve?
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Dwaine Maggart

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Re: Creating Crash Logs

PostMon Aug 26, 2019 9:30 pm

You would need to recreate those in Resolve.
Dwaine Maggart
Blackmagic Design DaVinci Support

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