Difference between revisions of "Send Debugging Information"

Revision as of 18:38, 8 March 2016

MatterControl occasionally has issues (*gasp*), but there is often information you can collect which might tell us more about what the problem is. Send the appropriate files to support@matterhackers.com, or post them in our forum.

Slice Settings

The Options... Menu

These are all of the settings that define how your object is to be printed. If you are having trouble getting good results, we may ask you to export all of your settings and send them to us so we can give you recommendations.

1. Go to the Settings page.
2. On the right side, underneath the materials selection, there is a drop down menu that says 'Options...'. Open this menu.
3. Select 'Export'
4. Save the file and send it to support@matterhackers.com

G-Code File

These are the instructions generated by the slicer, which will be sent to your printer. If your object is not being printed correctly, we may ask for this file.

1. Open your object in the 3D View.
2. Click the 'Export' button at the bottom and select 'Export as G-Code'.
3. Save the file and send it to support@matterhackers.com.

Print Log / Terminal Log

This log details all the communications between MatterControl and your printer. It is helpful for diagnosing hardware/firmware errors and communications issues.

1. Run a print as you normally would.
2. Once the problem occurs, open the G-Code terminal by going to Options > Show Terminal.
3. Click the 'Export' button at the bottom of the screen.
4. Save the print log and send it to support@matterhackers.com.

Event Log

This file is helpful for debugging crashes or issues with the MatterControl application itself.

Windows

The following steps could produce some error logs that might tell us more about what's going on:

1. Right click on ‘My Computer’ and select ‘Manage.’
2. In the menu on the left, navigate to ‘System Tools’ > ‘Event Viewer’ > ‘Windows Logs’.
3. Click on ‘Application’ to show logs in the middle window pane, then click ‘Filter Current Log’ in the right window pane, then check ‘Error’ and hit ‘OK’.
4. In the right window pane, choose ‘Save Filtered Log File As’. Give the file (should be in .evtx format) a descriptive name.
5. Attach the .evtx file to an email to support@matterhackers.com. Describe the circumstances leading up to the crash.

Mac

If you are encountering a crash error on Mac follow the steps described below to generate a report:

1. Go to the 'Applications' folder
2. Locate the MatterControl.app file
3. Right-click and select "Show Package Contents"
4. Go to 'Contents' > 'MacOS'
5. Click the 'MatterControlMac' file (this will start the application and open a terminal window)
6. If MatterControl crashes upon startup copy the message that appears in the terminal window immediately
7. If the crash is triggered by a specific event, recreate the event and then copy the message that appears
8. Send the error message to support@matterhackers.com

Linux

Run MatterControl from a terminal. Copy all output and send it to support@matterhackers.com