Embedded Files
- If it is reproducible and you do not know the exact time, reproduce it again and record the time so that you can easily point out the error from logs.
- Send Client Combined Log.xml to support.
- Tick a problem Player and click Request Logs. The logs will be uploaded at its next heartbeat
- Click the problem player name
- Logs>Select the date>Download Logs
- Send PC Player Client Combined Log.xml to Support
- Android Player logs include Netic.log
- Check Errors. Tick errors in Filter>Tick type in Source>Select Date>View Logs
- If only one player is the problem, check All System errors to find out that there are any HDD, SSD and memory issues. Googling might help
- Only if you can not get heartbeats, get all logs from players
- Start / All Programs / Scala Player/ Scala Player Logs
- Provide all logs
- Start. Type "event" in search box. Open Event Viewer.
- Check Administrative Event errors and save it.
- Log level: set to diagnostic. Diagnostic may be helpful if you are trying to identify an issue, but will use your systems resources more quickly. It is recommended you use the default value of normal.
- Close Player＞Start＞Scala Player Congiguration>Logging>Logging Detail Level:Diagnostic
- Get logs from Android Player
- Restart the player Copy IP address 192.xxx.x.xx
2. If your PC is in LAN environment, open internet browser on your PC. Type in http://IP address :9090/admin
- For example. http://192.xxx.x.xx:9090/admin (ScalaPlayer must be running on the problem android player)
- Type in Player username and password in Login and password.
- If you forgot the Player name, Open CM System>Network Settings>Player Authentication (Do not chane passwords)
- Type in Player username and password in Login and password.
- Click each logs and check any errors. NetIC log is the most important one.
- Click Get player files (From Internal)
- Player files include Plan.xml apk.log configic.log netic.log updater.log watchdog.log
Advanced system crash diagnose.
Advanced system crash diagnose.
Whenever a computer running Windows suddenly reboots without displaying any notice, you might check .dmp file.
Error
This may indicate that the software failed to start, or encountered a driver error or other condition that caused it to fail. The Windows application logs, or Dr. Watson logs may contain more details.
Crush dump
Windows 7 Start>Type into System Properties in search>Advanced>Setting＞System Failure＞Small dump directory>D:\TEMP\DRWATSON
Scala Ready image Player Windows 7 Default D:\TEMP\DRWATSON
Windows 10
Control Panel＞System and Security>System>Change Settings>Advanced>Settings. %SystemRoot%\MEMORY.DMP
Have the customer zip up the user.dmp file (it may be quite large)
Have them send the zipped user.dmp file to Support
!analyze -v
Zip the file.
Test
https://docs.microsoft.com/en-us/windows-hardware/drivers/debugger/determining-whether-a-leak-exists
Launch Performance Monitor. Add the following counters:+
Process-->Private Bytes (for each process you want to examine)-- Net IC RunIC
Process-->Virtual Bytes (for each process you wish to examine)-- NEtIC RunIC
Change the update time to 600 seconds to capture a graph of the leak over time. You might also want to log the data to a file for later examination.
NetIC RunIC
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