FS General – Collecting/sending third party crash dumps

FS General – Collecting/sending third party crash dumps

Problem

A user with a Freedom Scientific product JAWS/ZoomText/Fusion needs to supply logs relating to a problem where JAWS/ZoomText/Fusion is causing a third party application to crash.

Applies to

  1. JAWS/ZoomText/Fusion

Resolution

One can collect crash dump files for a third party app that is being crashed by JAWS/ZoomText/Fusion and use the FS Support Tool to send this data back to Freedom Scientific for support.


Notes
Note
These steps in the sections below require administrator level access, it may be necessary to contact local IT support to carry out these steps if the machine is managed.

Collect 3rd party crash dumps

  1. Download Crash Dump package from:  http://files.freedomscientific.com/beta/MSDumpControls.zip
  2. Unzip the file which contains two REG files:
  3. CrashDumps.reg (For 64bit applications)
  4. Wow64CrashDumps.reg (For 32bit apps on 64bit systems)
  5. Then run one or both as appropriate to the application that is being caused to crash. When prompted please confirm the change to registry.
  6. Restart the system for changes to take effect.
  7. Use the 3rd party application as normal so that it crashes, the result will be stored in under %AppData%\local\crashdumps% folder.  The FS Support tool will gather these when sending logs to Freedom Scientific.  Each dump file will have names that include time stamps on the file indicate when the crash occurred.

Run Support Tool

The FS Support tool will create and gather necessary logs that can be sent directly to Freedom Scientific from an email address or alternatively will be stored on the computer hard drive using the steps below.

Using the mouse

  1. Click the JAWS tab on the Windows taskbar or right click the JAWS icon.
  2. Then click Help > FS Support Tool.
  3. Then click Continue button, the tool will then gather info.
  4. To send the report info directly to Freedom Scientific enter your email address and click Send report and note the time and email address sent from or alternatively to send them to Sight and Sound choose Send report manually:

    • To view the report info directly click View Report link.
    • To send the zipped report click Send report manually link.
    • To view the Privacy policy link.

Using the keyboard

  1. Press JAWSKey+J to open the JAWS window to open the JAWS interface.
  2. If JAWS opens as a window press ALT+H to open “Help” menu and then arrow down to “FS Support Tool” .
  3. If JAWS opens as a context menu press down arrow to “Help” menu, press ENTER and then press down arrow to “FS Support Tool” and press ENTER again to select it.
  4. Press TAB to move to “Continue” and press SPACEBAR to activate it or use the hotkey ALT+O. The tool will then gather information.
  5. To send an email with the gather info directly to Freedom Scientific enter an your email address and then TAB to “Send” button and press SPACEBAR, or use the hotkey ALT+S.

    • To view the report info directly press tab to reach “View report” link and press ENTER to activate the link.
    • To view the ZIP file and send manually TAB to the “Send report manually” link and press ENTER.
    • To view the privacy policy tba to the “privacy policy” link and press ENTER.

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