When submitting a bug, please scan the beta forum beforehand to ensure that the problem hasn't already been discussed/fixed. If it has been discussed, please add the information to the existing thread. If your bug hasn't been reported yet, please report it in a new topic so that it's easy to find and track.
If you you need to include logs/files with your report, it's best to open a ticket on our helpdesk and zip the files before sending. If it's larger than 2 Mb, link to the files instead (e.g. upload the files to OneDrive/Dropbox/Google drive or docs or use other filesharing services like http://www.mediafire.com or https://ufile.io). Any copyrighted files will be destroyed once the ticket is resolved.
1) Make sure that you're using the debug version of the most recent test build
2) Be specific in your description of the problem and clearly describe the steps needed to reproduce the problem. Post a video link if it's difficult to clearly describe the bug, using a tool like Jing: http://www.techsmith.com/download/jing/
3) Provide information about your environment.
- e.g. Win 10.0.0.14393 , 1 DVD reader, 1 SSD (C:/), MediaMonkey 188.8.131.529
- If the bug is specific to certain files, Send the files needed to replicate the problem.
4) In cases where the problem isn't consistently reproducible or is environment-specific, Send us a debug report / debug log . To do so, you need to use the debug version (MediaMonkey_xxxx_debug.exe ) that's posted with each beta build. You can install the debug version on top of the regular build (or just install the debug build).
- a) For crashes and error conditions MediaMonkey will (usually) generate a debug error report with a log ID and prompt you to send it.
- Please mention the log ID in your bug report in the forum so that we can match the log submission to the problem.
- In case MediaMonkey crashes before sending the error report, you can find the error report as 'MediaMonkey.el' / 'MediaMonkeyEngine.el' located in the same folder as MediaMonkey.exe or as subfolders of "%appdata%\EurekaLab s.a.s\EurekaLog\Bug Reports\" or at "%appdata%\EurekaLog\MediaMonkey"
HINT: Copy/Paste above path to address bar of Windows File Explorer window as folder is hidden
b) For functional problems (i.e. no crash or error) or if an error report isn't generated automatically, you can manually generate a debug log as described below:
- Install the debug version of MediaMonkey (it won't work with the regular version), don't start MediaMonkey till step 5.
- Download DebugView from: http://technet.microsoft.com/en-us/sysi ... s/bb896647 (if you don't already have it)
- Run DebugView (it doesn't need to be installed)
- If you know that the bug triggers a system freeze, configure DebugView to save the log to a file automatically via File > Log to File...
- Start the debug version of MediaMonkey
- Reproduce the bug you're trying to report. Try to do this with as few steps and files as possible and also not using MediaMonkey for anything else, other than what's needed to reproduce the bug.
- You'll see logs being generated in DebugView (if not, try running DebugView as Administrator)
- Save the log from DebugView to a file once you've reproduce the bug.
- Compress the log file. Using ZIP, RAR as compressed file will do the trick and you can right click on the log file in File Explorer and use Send To > Compressed (zipped) folder.
- Attach the log file to a Support Ticket. If the file is too large ( > 2MB) then upload the file to a free file hosting service (DropBox, RapidShare, FileDropper, MediaFire, ...) and share just the link to the file.
- For Wi-Fi sync, with MediaMonkey for Android, after replicating the bug, generate a log on Android and record the log ID.
- For an iPhone, iPod Touch, or iPad (Apple iOS device), please send please send zipped content of the \iTunes_Control\iTunes\ folder
Note: you'll need an iOS File Explorer such as iMazing or iExplorer to get these files from the iPhone or iPod Touch.
- 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)
- For an iPod (Non Apple iOS device), (other than an iPod Touch), please send us zipped content of the \iPod_Control\iTunes\ folder and \iPod_Control\Device\SysInfo