Feedback from our users is very important as we continue to develop and improve our products. Attachments added to a conversation will help us understand bugs and other issues you have encountered. Instructions are listed below for methods that will display to us the problem you may have experienced, which will assist us in diagnosing the underlying issue.

Sending Crash Reports:

If the application is shutting down unexpectedly, a crash report will generally be created. We will need to get that report from you in order to learn more about the reason for the crash. The instructions below will show you how to access these files, which you will need to send to us via email.

Instructions for Mac:

• Open a new Finder window
• Press Command-Shift-G and enter the following exactly as it's shown: ~/Library/Logs/DiagnosticReports
• Look for files names that start with ProPresenter or the Renewed Vision Product you are using (an example of the naming convention is "ProPresenter_[DATE AND TIME]_[COMPUTER NAME].crash”)
• Copy the most recent three reports to the desktop

Instructions for PC:

• Close ProPresenter
• Open a new File Explorer window
• Copy and paste the following exactly as its shown into the path bar, then press enter: C:\Users\%UserProfile%\AppData\Roaming\RenewedVision\ProPresenter\Crash Reports
• Copy the most recent three reports to the desktop (we need the .crash files, and the .mdmp files)

Send us these files with a specific description of what your issue is so we can look into this further.

 

Sending Event Viewer Logs (PC):

In some cases, an application does not crash, but will stop responding. If this is the case for your issue, you will see an error that looks like the image below, we will need an Event Viewer log. Follow the instructions below to send us this log via email.

 

 

• Quit ProPresenter
• In the bottom left of the screen click on the Start button
• Type the following then press enter: Event Viewer
• In the left pane click the arrow next to "Windows Logs" and then select "Application" from the list
• In the right pane click "Clear Log" and then "Clear" (there's no need to save the current list)
• Open ProPresenter and recreate your issue
• Once your issue happens again, quit ProPresenter and open the Event Viewer again
• In the left pane click the arrow next to "Windows Logs" and then select "Application" from the list
• In the right pane click “Save All Events As” and save the file to the desktop
• Email us the file so we can take a look at the log for potential information better understand your issue

 

Sending a Spindump:

A spindump will collect information when an application begins running slowly or becomes totally unresponsive. Sending us the spindump can provide us with some clues about the problem and aids in diagnosis.

Instructions for Mac:

• Launching the Activity Monitor app. This can be found in the Utilities folder inside Applications.
• In the list of process names, you should see the Renewed Vision product. Select it, then in the toolbar, click the Cog button, and choose Run Spindump from the pop-up menu.
• You may have to enter your computer’s password to continue, but a new window will appear that’ll log the output. This may take a little while.
• Once done, click Save in the top right and send that file to our support team along with your message.

Instructions for PC:

• Open ProPresenter, and let ProPresenter show the “not responding” message
• Right click on the start bar and select Task Manager
• Click on the "Details" tab
• Right click on the ProPresenter app in the list
• Select “Create Dump File”
• This may take a moment to create as these files are typically over 1 GB in size. Once the completion message shows, it will give you a file path.
• Copy the file path (minus the file name) and paste it into the File Explorer address bar.
• Find the “ProPresenter.DMP” file within the directory
• Copy this file to the desktop.
• Upload the file to a Dropbox or Google Drive account, and send us a link to this. (Note: You need to grant us access to this file)

 

Sending a System Report:

The System Information app can provide us with information about your Mac in order for us to diagnose various issues.

Instructions for Mac:

• Choose the Apple () menu item and hold down the Option key to show the System information… item.
• When the System Information app appears, choose File › Save.
• Select a location where you want to save the file, and include it in your conversation with our support team.

The system report provides us with information about your hardware (Mac type, OS version, graphics card information, etc.). Your system information doesn’t include any personal or identifying information.

Instructions for PC:

• Click on the Windows logo in the lower left of the screen
• Type the following then press enter: dxdiag
• If you are asked to grant permission for the utility to scan your computer please allow this
• After the progress bar as completed click on the "Save All Information" button in the lower right
• Save this file to your desktop with the name: [YourName]dxdiag.txt

 

Sending a Screen Recording:

A screen recording can show us in real time the issue that you are experiencing. A basic recording will show us what we need to know to start working on the problem. Here are a few applications that will assist in providing us with a screen recording:

 

Quicktime Player

 

Choose File › New Screen Recording to begin a new recording. Click the red record button, and prompts will show on screen to guide you. To save the recording, choose File › Export, then select the video quality.

 

Screenium3

 

To begin recording, choose Full Screen. Then select the screen you would like to record. Once the countdown ends, your screen will be recording. To stop the recording, select Stop Recording from the Screenium icon in the Menu bar. You can cut any unnecessary footage from the video with the Screenium editor. Select Export to File from the Share icon in the top right hand corner. To decrease the file size, reduce the scaling to 50%. Keep the video codec as H.264, the bit rate as automatic, and the frames per second at 20. Select Export, and upload this file to a service such as DropBox.

Screenium3 can be downloaded here

 

Open Broadcasting Software (OBS)

 

Instructions for Mac & PC: To record your screen, select the "+" button under Sources. You will select Display Capture and then select OK. You will need to make sure that the screen that ProPresenter's User Interface is shown in the preview, and then select OK. You can now select Start Recording. Open ProPresenter to record the issue. Open the OBS User Interface again and select Stop Recording. The recordings be default are stored in the Movies or Videos folder. You can now upload this file to a service like Dropbox.

OBS can be downloaded here

 

Sending a Feature Request:

In order for us to keep track of requests and to allow other users the opportunity to voice their support we ask that you would post your request in our user forums. This is our preferred way to track feature requests from users.