Available on: Windows

From time to time, Drawboard Support may ask for your Log file or Dump File or V2 folder to try and solve problems.

These 3 things are very useful when you are experiencing all kinds of issues in your Windows app as it provides us with more information about the state of the app. 

Log file

Follow the steps below: 

1. Go to the Settings > Miscellaneous > Make sure it's Basic Logging

2. Attempt to reproduce the issue 

3. Go back to your Setting > Help > Show Logs

4. You will find the Log.dat file in the folder

5. You can then send that file by attaching it to our conversation or submitting a new request: https://support.drawboard.com/hc/en-us/requests/ne

Dump File

This file is useful especially for app crashes/freeze. Follow the steps below:

1. Close the app for now

2. Download the AddCrashRegKey file (File is located on the bottom of the article) > Right Click > Hit Run

(This will add registry keys into your Operating System that will monitor when the app crashes and then a crash dump file will be created automatically) 

3. Open the app and replicate the crash

4. Go to your file explorer and put this as your path: c:\UserModeDumps

5. You will find a crash dump file in the folder above. E.g. Db.App.exe.9600.dmp

6. Upload that dump file to a shared drive and share it to support@drawboard.com 

7. You can always delete the registry key from your Operating System by downloading the DeleteCrashRegKey file (File is located on the bottom of the article) > Right Click > Hit run

Note: Enabling crash dumps can make the app take longer to crash while it collects diagnostic information. After you’ve collected the necessary crash dumps, remember to delete the registry key. Leaving it in place can slow down the app when crashes occur.

V2 Folder

We usually asked this when the Drawboard team is struggling to replicate the issue that you are having. Follow the steps below on how to find this folder:

1. Have the app at the state where it's reproducing the issue

2. Go to your file explorer, copy the path below, and paste it to you file explorer file path: 

C:\Users\YourUserName\AppData\Local\Packages\Drawboard.DrawboardPDF_gqbn7fs4pywxm\LocalState

💡 Note: Please replace the YourUserName with your real user name of your device.

3. Send us that v2 folder.