Information Collection for Democreator

Prerequisites

• For Windows and Mac

• For technical issues, check if the software is the latest version, if not, update it to the latest version first

• For technical issues, please always collect the log files

Answer

You need to collect the information according to the problem type:

Preview Issue

• software version 

• Problem screenshot

• Log files 

• Source video file

Exporting Issue

• software version 

• Problem screenshot 

• Log files 

• Archived project 

Recording Issue 

• software version 

• Log files 

• Source recorded file( .dcrc file)

Editing Issue

• software version 

• Problem screenshot 

• Log files 

• Archived project 

Other Issues

• software version 

• Log files 

• Problem screenshot or the detailed description 

If all information has been collected and issue still persistent, please collect DC log files: 

Prerequisites

• The DMP file can only be obtained when the program freezes or crashes. For Windows, it's called the DMP file. For Mac, it's called the Crash Report.

• For other issues except for freeze/crash, it is not necessary to collect the DMP files, the normal log files will be enough.

Answer 

Quick Access Win Mac

For Win

When the crash happened, If the pop-up BugSplat window, please fill in the description of the problem and gather the log file together to submit a side conversation.

1. Enter your contact email address. (Make sure it is the same one you are using now so we can locate your crash log files)

2. Click the "Send Error Report" button. 

3. After that, please inform us that you have sent the crash report by email and we will look for your crash report in our email system. 

If there is a freeze issue, please collect the DUM file and the log file for analysis. Please note that the DUM file is only generated in the freeze issue.

• DMP file：

1. Run DemoCreator and reproduce the issue.

2. Press Ctrl+Shift+Esc to go to Task Manager.

3. Then go to Details and find Wondershare DemoCreator

4. Right-click and choose Creator DMP file. Send the file.

• Log：

Method One

   On the Editor page, click Help-Fetch log, find the DemoCreator.zip file.

Method Two

1、Right-click the software on the desktop and select "Open file location"

2、Find the Log folder and zip it

For Mac

• Crash report:

1. On the desktop of your Mac, click Go > Go to folder, enter the crash log path: /Library/Logs/DiagnosticReports
   
   

2. Find a recent DemoCeator crash report and send it to us.
   
   

• Log:

         Versions 5.3.0 and above

         On the Editor page, click Help-Fetch log , find the DemoCreator.zip, and send it 

Versions 4.1.1 and below:

On the desktop of your Mac, click Go > Go to Folder and enter the log paths below:

1. /Users/ws/Library/Preferences/Wondershare DemoCreator

2. /Applications/Wondershare DemoCreator.app/Contents/MacOS/DemoCreator Editor.app/Contents/MacOS/Log

3. Applications/Wondershare DemoCreator.app/Contents/MacOS/Log

Versions from 4.1.1 to 5.3.0

On the desktop of your Mac, click Go > Go to Folder and enter the log paths below:

1. Recording issue:

/Applications/Wondershare DemoCreator.app/Contents/MacOS/DemoCreator Record.app/Contents/MacOS/Log

2. Main Program Log:

/Applications/Wondershare DemoCreator.app/Contents/MacOS/Log

3. Wsid Log(for account related questions): Go to Folder Open ~/Library/Preferences/Wondershare DemoCreator/logs  Note: there is a space between Wondershare and DemoCreator

If the necessary information has been collected, check your KB/FAQ if there are articles that can help the issue: