- What version of TVersity are you running? (you can tell by looking in a file called version.txt in the installation folder or via the about option in the main menu of the GUI):
- What OS? version? Service Packs?
- Any special multimedia software and/or codecs installed?
- What kind of media player / smart TV / game console / mobile? Does it get correctly identified by TVersity (check the devices section in the status page of the GUI)?
- What kind of router and any special configuration?
- Provide a detailed description of the problem, quoting all the error messages in their exact text without omitting anything.
- Describe also what you were trying to accomplish and what preceded the error/issues/problem?
- Provide additional information that you think may be helpful, for example did this happen before with the current version? What about with previous versions? What about in other similar situations that are just slightly different?
In some cases (especially when it is easy to reproduce the problem) it may be necessary to supplement the information above with the logs created by the software itself when the problem occurred.
Increasing the logging level for the TVersity Media Server:
- Open in notepad a file called MediaServer.log4cxx.properties located in the installation folder of the software (typically \ProgramData\TVersity\Media Server or \ProgramData\TVersity\Screen Server) and change the word FATAL or ERROR in the first line to DEBUG
- Restart the media server
- Reproduce the problem you had
- This should create files called TVersityMediaServer.log, TVersityMediaServer.log.1, TVersityMediaServer.log.2 ,... of size bigger than zero in the installation folder or in \Windows\System32 (on 64 bits version of Windows this will be \Windows\SysWOW64). Please zip all of them and then send to email@example.com along with a reference to the forum post you made with the description of the problem you are having.
Special instructions in case of a software crash:
A software crash is typically manifested as an abrupt suspension of the operation of the media server. You can verify that it is indeed a crash by checking the Windows event viewer for events related to MediaServer.exe (or TVersityScreenServer.exe for the screen server). Assuming you indeed experience a crash, it would be very important to provide the full information from the Windows event viewer as well as the mini-dump file associated with the crash. The event viewer should show the location of that file, assuming mini-dump are enabled, otherwise you need to enable them.
Enabling mini-dumps on Windows 7:
- Go to the Control Panel, choose
System And Security, and then click
System, and then click the
Advanced System Settings link.
- In the opened window, click the
Advanced tab and then inside the
Startup And Recovery frame, click the
- In the opened
Startup And Recovery window, there is
Write Debugging Information section. You should set the combo-box in this section to
Small memory dump, and then click
ok to confirm the change.