SynthEyes is internally quite reliable, and it has been extraordinarily successful at avoiding many kinds of crashes. When things do go wrong, they are typically very specific problems. For example, a user doing something that isn't expected at that time, a scene-specific unusual mathematical situation, or a lingering reference to something that was just deleted or closed. Once we know how to recreate a crash, it's usually easy to track down and fix.
So first of all, if you see a crash, it's very important to immediately take a full-screen screen capture, and write down exactly what you were doing for the 30 seconds or so right before the crash, as accurately as possible down to the last keystroke or mouse push.
Notice the emphasis on a full-screen screen capture: sometimes people send us little captures of just an error message, but what we really want to know was what was happening in the *rest* of the interface, which furnishes valuable clues.
Immediate crash on startup is typically due to switching to an older SynthEyes version, or if your computer previously wasn't shut down properly. Manually clear the preferences by deleting the following file:
- Windows #1: C:\Users\YourNameHere\Application Data\SynthEyes\prefs14.dat
- Windows #2: C:\Documents and Settings\YourNameHere\Application Data\SynthEyes\prefs14.dat
- OS X: /Users/YourNameHere/Library/Application Support/SynthEyes/prefs14.dat
- Linux: ~/.SynthEyes/prefs14.dat
Note that Application Data and Application Support folders may be hidden but are still accessible.
If you got an error about running out of memory, you are probably running a 32-bit SynthEyes version. You need to substantially reduce the "Queue Length" setting on the right-hand side of the Shot Settings Panel when you open shots, to be sure to avoid running out of the 1-2GB of RAM available to 32-bit software. Then ask WHY you are still running 32-bit, especially if you have a 64-bit machine with many (unused) GBs of RAM.
If you have an error that occurs *during* a solve, please send the SynthEyes scene (sni) fileone you saved, regenerated, or retrieved (see below). We don't need images, we're going to hit solve again and hope to see the problem.
If you see a "really big" problem ("file reading doesn't work!", "planar tracking doesn't work!"), don't assume that you don't need to say anything, or don't need to send much information, because "everybody must be having it." Instead, it's usually just the opposite: there are only a few people having it, maybe just you, due to their particular operating system or processor hardware. So send a full description of your operating system and processor. (On OS X, you can click the Apple logo, About this Mac, and System Report, do a File/Save and send us that information.)
Windows: Windows will save core dump files for the last 3 crashes (SynthEyes 1502 or later). To retrieve them, start SynthEyes, then click the File/User Data Folder item. Go UP two levels to the AppData folder, then DOWN into the Local, SynthEyes, and CrashDumps folders, in that order. Right-click the last dump file, and select Send to/Compressed (zipped) folder. You can email the file if it is a few MB, or post larger files.
Mac OS X: For any crash, please send us the information from the OS X crash reporter. Click on Details, then command-A to select all the text, command-C to copy it to the clipboard, and command-V to paste it into a mail message. There's a lot of information, and some of it can be very helpful! But of course we never know just which part until we look.
Linux: You'll need to consult your system's settings to determine where or if Linux has saved a core dump file; every Linux has its own excessively complex scheme. For example, RedHat/CentOS may have the Automatic Bug Reporting Tool (ABRT).
Recovering your SynthEyes scene (SNI) file: In many SynthEyes-detected crashes, SynthEyes will save your current SNI scene file. When you restart SynthEyes, click File/User Data File. The saved file is crash.sni there; you can check its date. Don't use it to replace any earlier versions of the SNI file you may have made; use it as a next version. If you've been using SynthEyes's auto-versioning features, you should also have a sequence of earlier versions.