1) Make sure that you're using the most recent build, and scan the forum beforehand to ensure that the problem you've encountered is not something that has already been discussed/fixed. If you find a new bug that hasn't been reported, please report it in a new topic so that it is easy to find and track bugs in the forum. If the issue appears to be another instance of a previously reported bug, please add the information to the already existing thread.
2) Be specific in your description of the problem and clearly describe the steps needed to reproduce the problem
3) Provide detailed information about your environment. e.g.
WinXP SP2, P3 256MB, 1 CDR, 1 DVD reader, 1 HD (C:/), MediaMonkey 3.0.1.1127, MAD plug-in enabled
4) Send us a debug log to help us pinpoint the problem by installing the debug version of MediaMonkey on top of the normal version of MediaMonkey. It is located at:
http://www.mediamonkey.com/sw/MediaMonkey_Debug.exe
- a) For crashes and error conditions MediaMonkey will automatically prompt you to send a debug log / error report.
b) For functional problems (i.e. no crash or error) or if you can't generate a debug log as described above, you can manually generate a debug log by installing the debug version and then:
- Download the DbgView application from: http://www.microsoft.com/technet/sysinternals/utilities/debugview.mspx
- Execute DbgView.
- If you know that the bug triggers a system freeze, configure DbgView to save the log to a file automatically via File > Log to File...
- Execute MediaMonkey_Debug.exe and try to reproduce the bug with a small set of Tracks.
- You'll see logs being generated in DbgView. Save the log messages from DbgView to a file if necessary.
c) For CD Burning problems, an additional log will automatically be saved to c:\hpCDE.log
d) For synchronization bugs, also send us the following information:
i) For an iPod, please also send the \iPod_Control\iTunes\iTunesDB and iPod_Control\Device\SysInfo files
ii) For an iPhone or iPod Touch, please send \iTunes_Control\iTunes\iTunesDB & iTunesCDB files, along with the contents of the \iTunes_Control\iTunes\iTunes Library.itlp folder
Note: you'll need a tool such as iPhone Browser to get these files from the iPhone or iPod Touch.
iii) For an MTP device, please generate a log of the device's internal structure using the following tool: http://www.mediamonkey.com/beta/testtools/WMLog.exe
To use the tool, save it to the /Program Files/MediaMonkey directory and run it after connecting your device. It'll generate a log that is saved to C:\MMLog.txt. (if using Vista, UAC must be turned off)
Note: please zip any attachments before sending.
Thank you very much for your help!
