Use this page when the window does not respond, or when the program has disappeared. In both cases, the program records what happened, and this page explains how to keep that information.
When the window does not respond
The program watches its own interface. When the interface has not responded for 5 seconds, which is about the moment when Windows makes the window white, the log records where the program is waiting. The log records this again after 30 seconds, and then writes a line every minute. When the window responds again, the log records how long the window did not respond.
The second record is the most useful, because it shows whether the program was waiting in one place, or was still working but much too slowly.
The program also watches the shutdown. If closing takes more than 15 seconds, the log records where the program is waiting.
When the program closed unexpectedly
At the next start, before anything else, a window appears with the title Ultimate Playout stopped unexpectedly. It shows Ultimate Playout did not shut down cleanly last time. or A module stopped unexpectedly last time., and it asks whether you want to send a report to the developer.
The report contains the details of the error, the log of that session, the version numbers, the country and a fingerprint of the computer. It does not contain a name or an IP address. The log can contain file paths, however, and these often include the Windows user name. That is why the program asks each time: it sends nothing unless you choose Yes, and if you choose No, everything continues to work normally.
A window that you closed by force also counts, because for the program that session did not end correctly.
An error while the program closes does not count. When the program had already started to shut down, the work was finished and nothing was lost, so the window does not appear at the next start. This applies to the program itself. When a module stops unexpectedly, the window always appears.
What to do
- Wait up to 30 seconds before you force a frozen window to close. The window often responds again by itself. If it does not, the log then shows where the program was waiting and whether it was still working.
- At the next start, answer Yes to the question about the report, if possible.
- Send the log of that session, with the time of the problem. See sending logs. The report goes to the developer, but the person who supports your installation needs the log.