The user can set up WinDbg to catch(capture) the crash when it happens.
- Download and install WinDbg (https://go.microsoft.com/fwlink/p/?LinkId=536682); during the installation, select the 'Debugging Tools for Windows' checkbox only. You can also download an old build from http://wcbuild.gladinet.com/releases/windbg/X86-Debuggers-And-Tools-x86_en-us.msi.
- Open the command prompt as Administrator.
- Go to the WinDbg installation folder, for example, "C:\Program Files (x86)\Windows Kits\10\Debuggers\x86".
- Run 'windbg -I' (capital i). Click OK to set up WinDbg as postmortem debugger.
- When windows client/server agent crashes, WinDbg will be auto-started. Please notice WinDbg will catch all crashes on the machine. When WinDbg catches the crash, please run the command '|', to show the process name. For Windows Client, the process name is 'CoDesktopClient.exe'. For Server Agent, the process name is 'GladGroupSvc.exe'. If you see other processes name, it is not related to our product.
- Contact Support (firstname.lastname@example.org) with the Desktop Client version to send you the Symbol files corresponding to the Client installed.
- Create a local folder C:\symbols, to store the symbol files downloaded from Microsoft (symbols from the Client can also be saved on this folder).
- From th WindDbg go to 'File' -> 'Symbol File Path', set symbol path to 'srv*C:\symbols*https://msdl.microsoft.com/download/symbols;C:\symbols\pdb1234' (the last part corresponds to the folder the Client's Symbols are saved)
- Type 'kb' first, then '~*kb' and then '!analyze -v' to get thread info.
- Copy the Window Text out and save the output.
- Type '.dump /ma c:\temp\crash.dmp', to create dump. The dump file will be created under c:\temp. If the folder doesn't exist, please change the path. Zip the dump file and keep it, in case we need to retrieve more info from the dump.
- Stop WinDbg.
- Send the saved output and the dump file to Gladinet support.
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