General Information Required :
- software version
- scanner model
- screenshots or recordings (help to know when an issue occurs)
- If possible, project files
PC Configuration informations :
- Download the provided Get PC Specs
.bat
file from the attachment below. Double click it, when prompted, press any key to continue.
the PC configuration summary will be saved to systeminfo.txt :
Logs collection Instructions :
IMPORTANT : Always collect most recent log or log files related to the date of your issue/crash !
Combo/Combo+, UE Pro2
General and mandatory logfiles :
- Navigate to C:\Users\Public\Shining3d\FreeScan\)
- Locate folder \log\ and collect it.
- Share this folder with us.
Trak Pro2, Trak ProW and NOVA
General and mandatory logfiles :
- Navigate to C:\Users\Public\Shining3d\FreeTrak_TRAK\)
- Locate folder \log\ and collect it.
- Share this folder with us.
- Navigate to C:\Users\Public\Shining3d\FreeTrak_TRAK\SnCommunity)
- Locate folder \logs\ and collect it.
- Share this folder with us.
OptimScan Q12
General and mandatory logfiles :
- Navigate to C:\Users\Public\Shining3d\OptimScan Q12\)
- Locate folder \log\ and collect it.
- Share this folder with us.
OptimScan 5M+
General logfiles :
- Navigate to C:\Shining3d\OptimScan\)
- Locate folder \log\ and collect it.
- Share this folder with us.
Calibration issues - logfiles :
- Navigate to C:\Shining3d\OptimScan\res\)
- Locate folder \5M\ or \5MP\ (depending on device) and collect it.
- Share this folder with us.
Shining Passport - logfiles :
- Navigate to C:\Shining3d\OptimScan\SnCommunity\)
- Locate folder \Logs\ and collect it.
- Share this folder with us.
Software Crash :
- Navigate to C:\Shining3d\OptimScan\SnCommunity\)
- Locate folder EinScanDump-*Date_hour*.dmp file and collect it.
- Share this file with us.