<![CDATA[Cinegy GmbH]]> <![CDATA[How to obtain the RTP stream sample to check?]]> From Cinegy web portals

https://my.cinegy.com/index.php/download/latest-released-version/category/130-cinegy-route-15-0 

or

https://partner.cinegy.com/downloads/latest/Cinegy_Route_15.0  

download Cinegy Route Installer and install only Route Browser.

Go to C:\Program Files (x86)\Cinegy\Cinegy Route folder and launch NetCaptureGUI.exe.

After inserting correct Stream Address, record RTP stream to file in the defined Output Directory.

]]> <![CDATA[How to get the best out of Cinegy Helpdesk?]]> The basic Cinegy support procedures and workflow are described in the following post: https://open.cinegy.com/posts/2017-02-28-techcon2017-cinegy-helpdesk/. Recommendations on achieving smooth and efficient support process and cooperation are provided throughout.

The following topics are covered:

- support cases;
- ways to request support;
- new user registration in Cinegy Helpdesk;
- using Cinegy Helpdesk live chat;
- understanding Cinegy Helpdesk ticket fields;
- processing the ticket according to SLA;
- Feature Requests processing;
- Cinegy Support Tools.

]]> <![CDATA[Why does Cinegy support request dumps in most cases?]]> The dumps are the main source to define the crash reason, if the application crashes - there is always a dump generated automatically at the moment of the crash in the folder: e.g. C:\ProgramData\Cinegy\[CinegyApplication]. The file name should have the format [CinegyApplication]_date_time.dmp.

All necessary dumps and logs can be easily collected with the help of Cinegy Support Tools.

You can download Cinegy Support Tools from Utilities and Addons page on the Cinegy web-portals:

 https://partner.cinegy.com/downloads/utils/Cinegy_Support_Tools_10.5 

or

https://my.cinegy.com/index.php/download/utilities-and-addons/category/125-cinegy-support-tools-10-5.

After installation of "Cinegy Support Tools", launch Cinegy Reporting Tool in Advanced Mode. On the tab Additional Files there is a special checkbox "Add dumps", which allows to define the time period to collect data.

If the failed application created no dump, i.e, not crashed but hung, the operator may use ProcDump utility, free to download from http://technet.microsoft.com/en-us/sysinternals/dd996900.aspx.

It makes sense only when the application is still not operative and not closed or restarted. This method requires that ProcDump.exe is copied to disk C:\ and somewhere on the desktop is the ready-to-use batch file, which will launch the ProcDump utility with the following command line:

C:\ProcDump.exe -ma [CinegyApplication].exe c:\[CinegyApplication]. dmp, where [CinegyApplication] is the name of the corresponding executable file.

]]> <![CDATA[How to make an informative Cinegy Report?]]> In order to reproduce the issue Cinegy Support is in need for all available system and software information (including logs and dumps) which you can collect on your side with the help of Cinegy Support Tools (https://open.cinegy.com/products/support-tools/10.5/).
You can download Cinegy Support Tools from Utilities and Addons page on the Cinegy web-portals:

 

https://partner.cinegy.com/downloads/utils/Cinegy_Support_Tools_10.5  

or

https://my.cinegy.com/index.php/download/utilities-and-addons/category/125-cinegy-support-tools-10-5. 

After installation of "Cinegy Support Tools", just launch Cinegy Reporting Tool, select Advanced mode and choose System information and corresponding software (Cinegy Air PRO, Playout, etc.) to be included in the report.

The resulting file with extension *.7z you can upload to our ftp server.

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