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WAVE: Desktop/Server Application Crashing (Windows OS)

  • Updated

In rare cases, users may experience a Server or Client crash in Wisenet WAVE. Typically these are isolated incidents. However, if you are facing a recurring problem take these steps:

1. Submit a Support Ticket at http://www.wavevms.com/support

2. Grab Crash Dumps for both WAVE Server & Client applications.

Crash dumps are automatically generated memory stack files which help our developers debug situations which may be causing crashes.

In Windows: 

  1. Look for existing crash dumps in the following paths:
    • Server -- C:\Windows\System32\config\systemprofile\AppData\Local 
    • Client -- C:\Users\Serg\AppData\Local
    • Make sure that these dumps have the same version and build number as the software you are currently using.

  2. By default these crash dumps are mini-dumps related to the last time the software run. Full dumps are also required to fully diagnose an issue - so we'll need to grab those next. To enable them:
    • Open the Windows registry editor(Open the Windows Command Prompt program from the Start Menu and type regedit)
    • Find HKEY_LOCAL_MACHINE\SOFTWARE\Hanwha\Hanwha Media Server 
      • Add a new string value (Edit -> New) with name createFullCrashDump and value true
    • HKEY_CURRENT_USER\Software\Hanwha\Hanwha Wisenet WAVE Client
      • Add a new string value (Edit -> New) with name createFullCrashDump and value true

  3. Restart both your Client & Server.

  4. Reproduce the crash if possible by going through the original process that caused the crash.   
  5. Look for new crash logs after reproducing. Crash dump sizes should be in the hundreds of megabytes. 

  6. Upload the crash dumps to a file sharing system.

  7. Submit a new support ticket and include the link to the uploaded crash dumps - and make sure we are able to access them!

3. If you are unable to find crash dumps...

There are rare cases of WAVE Software unable to collect crash dumps. In this case Windows Error Reporting Service extra configuration is required (according to this post):

  • To enable and configure the feature, create the following registry values under the HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps key
  • Value DumpFolder (Expandable string type) with any path value you like(e.g. C:\dumps)
  • Value DumpCount (DWORD type) with dumps count(e.g. 2)
  • Value DumpType (DWORD type) with dumps type(set 1)
  • To enable full Dump collection for specific Media Server and Client processes you need to create separate keys called "mediaserver.exe"(Server) and "Wisenet WAVE.exe"(Client) with same value created. DumpType value should be set to 2.

Note! We recommend you remove these settings after full memory dumps are archived. Otherwise full dumps might consume a lot of drive space.

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