In very rare cases, the Cumulus Desktop Client can get unresponsive. If this happens, the Canto support team might need some information in order to properly investigate the reason of the issue. To facilitate this, Canto provides a dedicated tool to create client dumps. A client dump is a bunch of files that reflect the state of your client in the very moment of the occurrence of the problem. This tool, Create Client Dumps, is installed automatically with the Cumulus Desktop Client, both on Windows and on Mac computers.
NOTE: The dump files may contain potentially sensitive information, e.g. about the name of your computer, the folder structure, and running processes, among others! While you could easily edit the computer’s name, the bulk of this information, however, is needed for a proper analysis and must not be altered in any way.
Invoking the creation of dumps works slightly different on Windows and Mac OS.
Windows
To initiate the creation of client dumps on Windows:
1. Click the Start button and navigate to Cumulus node. Expand it. Depending on your Windows version, you see something like this:
2. Click Create Client Dumps. Creating the dumps may take a while. You may see several command prompts popping up during this time.
A folder named CumulusClientDbg will be created on your desktop. Each time the Create Client Dumps tool is executed, a new subfolder is created within this folder, the name of which is composed of your computer’s name and the date and time of the dump’s creation, e.g. MY-COMPUTER_2017-08-10_13-05-54. This folder contains all files related to the dumps and can easily be transmitted e.g. to the Canto support team.
Mac OS
NOTE: A client dump from a Mac computer includes a screen shot. Therefore, make sure that the UI of the unresponsive Cumulus Client is in the foreground and completely visible when you invoke the dump. Do not hide or minimize the Cumulus Client! However, it is strongly advised to minimize or hide all other applications before you start the Create Client Dumps tool in order to prevent the involuntary leaking of confidential data.
To initiate the creation of client dumps on Mac OS:
1. Open the Cumulus installation folder (usually Applications/Cumulus Client).
2. Double click Create Client Dumps. Creating the dumps may take a while.
A folder named CumulusClientDbg will be created on your desktop. Each time the Create Client Dumps tool is executed, an new subfolder is created within this folder, the name of which is composed of your computer’s name and the date and time of the dump’s creation, e.g. MY-COMPUTER_2017-08-10_13-05-54. This folder contains all files related to the dumps. For your convenience, a zip file of this folder with the same name is created additionally and can easily be transmitted e.g. to the Canto support team.
