How can I produce a log file in My Movies for Windows?


I have been asked by My Movies support to provide a log file from My Movies for Windows, how do I do that?


There are two different ways of enabling and producing a log file in My Movies for Windows, depending on weather you can open the Collection Management application on your machine or not. Collection Management is an application installed with all My Movies for Windows installations, and is available in the start menu on your machine.

If you can open Collection Management, in the menu, select "Help", "Debug" and click "Enable" to make sure debug is enabled. There is a "Enable High" option available, but that should only be used if you have been requested by support to do so, and, if enabled, it must be disabled again after reproducing the problem you were asked to provide a high debug log file for, as having the high debug level enabled will affect the application operation. Then select "Clear Log", and restart the part of My Movies that you need to provide a log file from, or, restart your computer, which will create a fresh log. Then reproduce the problem you are having, and go to Collection Management, Help, Debug and open the log directory. From here, copy the "log.txt" file, and the "logEx.txt" log file, and zip them. 

If you are unable to open Collection Management, use one of the registry files attached to this article (found in the bottom of the article), to enable debug on your device - only use the "High" version based on the instructions above, in any other situation, use the standard debug files. If using the "High" debug level, be sure to disable debug again with the files to disable debug once the requested log have been created.The files are zipped and must be extracted, and the registry file clicked. WARNING! It is very important that you do not run the X64 files on an X86 machine, as this will lead to problems with your My Movies installation overall. If you are in any way unsure how to identify if you are running an X86 or X64 machine, contact our support before running the file.

Having run the file,  open the folder "C:\ProgramData\My Movies" - the folder is a hidden folder, and you can either type in the path in an explorer window, or you can in Control Panel, Folder Options configure your device to show hidden folders. In the folder, delete the files "log.txt" and "logEx.txt", and any zipped log files if produced, and restart the part of My Movies that you need to provide a log file from, or, restart your computer, which will create a fresh log. Having reproduced the problem, open the "C:\ProgramData\My Movies" folder again, and copy the "log.txt" file, and the "logEx.txt" log file, and zip them. Please make sure to post your file in original zip format, and not in rar or other alternative compression formats, to ensure that our staff do not need additional software to read your logs. If you have had the high debug level enabled, and you performed a long running task, there may be one or more zipped log files in the directory to provide also.

In the rare situation where you have a problem that cannot be reproduced, you may be able to locate the log file from the time the issue occurred. Each time the log file reaches a certain size (by default 20 MB), the software will zip the log file, and keep a number of zipped log files in the folder. If your issue cannot be reproduced, check if a zip file exists with a created date after the issue occurred - you would need to provide zip file with the latest created date, with a created date after the issue - if there is no zip file with a created date after the issue occurred, the current log files will cover the issue.

You can now attach the zip file to your forum post through the "attach" button, or, you can e-mail the log file to referencing to your issue.

Posted 08-06-2014 10:34:59 by Administrator