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Diagnostic Tools
Screen Recording of the Program Window
Zoner Studio Installation Diagnostics
We may ask you to send one of the following resources to help us identify and fix the problem you are encountering:
System Information File
This is a diagnostic tool containing information about your computer’s software, hardware, license, various error logs, and more. In most cases, the system information can reveal the problem, or at least show us where to look for it and how to approach it.
This information can be obtained from:
- Inside the program:
- Open Zoner Studio and click the question mark towards the top right.
- Click on System Information...
- Choose where to save the information file (a place where you’ll be able to find it later) and click Save.
- Wait for it to be created. This may take up to 20 seconds.
- Email the ZonerStudio_SystemInfo.txt file that was generated. Send it to support@zoner.com.
- From the login window:
- Start Zoner Studio and advance to the login window.
- Switch to another application and back again. To do this, use the Alt+Tab keyboard shortcut twice.
- In the login dialog, do not click anything. Just press Ctrl+Shift+Alt+I.
- Choose where to save the information file (a place where you’ll be able to find it later) and click Save.
- Wait for it to be created. This may take up to 20 seconds.
- Email the ZonerStudio_SystemInfo.txt file that was generated. Send it to support@zoner.com.
To ensure that the system information is created and sent in full, wait until the file opens automatically in Notepad before closing Zoner Studio or attaching it to your email.
Screenshot
In most cases, a screenshot of a problem speaks volumes. For best results, expand all side panels and capture the entire program window.
Win + Shift + S – Capture a screenshot using Windows’ Snipping Tool app.
Paste / Ctrl +V – You can paste the screenshot directly into your email. You do not typically need to save it to your computer or paste it into a .docx document, for example.
Screen Recording of the Program Window
Capturing the problem on video is the best way to describe a problem situation to us. You can also add commentary to this video. For best results, expand all side panels and capture the entire program window.
OBS Studio – we recommend this tool for screen recording.
Crash Dump File
If the program crashes unexpectedly, the “crash dump” (or “memory dump”) file contains a memory dump of the computer at the moment of the crash. Automatic dump file creation must be turned on:
- Close the program.
Import the following reg file: Zoner_EnableLocalDumps.reg.
Run Zoner Studio.
Take the steps needed to cause the crash.
Send the generated Crash Dump (found in C:\Users\xxx\AppData\Local\CrashDumps) as a ZIP file via a file transfer service such as WeTransfer to support@zoner.com.
- xxx = the name of your Windows account
A crash dump file is key for determining why Zoner Studio is crashing on your computer.
Freeze Dump File
A freeze dump file captures your computer’s memory at the moment when Zoner Studio stops responding. By a “freeze,” we mean a situation where the program stops responding, and you see a message saying Zoner Studio is not responding. To create a freeze dump, follow these steps while the program is frozen:
- Press Ctrl + Shift + Esc to open Task Manager. If it opens in its Compact View, click More details and then select the Processes tab.
- Right-click on Zoner Studio. Use Create dump file (or Create memory dump file in some Windows 11 versions).
- Attach the generated dump file to an email. This file is in C:\Users\xxx\AppData\Local\CrashDumps. Attach it as a ZIP file. Send it via a file transfer service such as WeTransfer to support@zoner.com.
- xxx = the name of your Windows account
A freeze dump file is key for determining why Zoner Studio is freezing on your computer.
Process Monitor
We primarily ask you to run the Process Monitor when there are long delays or other problems during the startup or operation of Zoner Studio with unknown causes. It is an application developed by Microsoft.
- Download Process Monitor.
- Restart your PC.
- Run Process Monitor. In other words, run the procmon.exe file you downloaded.
- In Zoner Studio, perform the actions that trigger the issue.
- In Process Monitor, stop the recording process: use File – Capture Events / CTRL+E.
- Save the output using File – Save / CTRL+S.
- For the first option, select All Events.
- Choose a different folder for saving the output in Path (if desired).
- Click OK to save the output.
- Pack the generated Logfile.PML file into a ZIP file and send it to support@zoner.com via a file transfer service such as WeTransfer.
Process Monitor records absolutely all activity on your PC, and so for best results (that is: to maximize clarity for our analyst reviewing the issue), only Zoner Studio and Process Monitor should be running – along with essential system applications – when capturing the data.
Zoner Studio Installation Diagnostics
This tool helps us uncover the cause of a failed installation if the recommended solutions have not worked.
- Download Zoner.Installer.Diagnostics.zip.
- Extract the ZIP file to a new folder. You might want to place it on your Desktop.
- Run Zoner.Installer.Diagnostics.exe.
Once the program window disappears, a file named info.log will appear in the diagnostics folder. Send this file to support@zoner.com.
