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How to export crash log of Director Mini

If you experience a crash while using Director Mini, you can export the crash log and send the file to Magewell in one of the following ways so that we can locate and resolve the problem for you. Export with a computer: Set the device to MTP mode (default), or if it is set to UVC+UAC mode, go to " > Settings > USB Type-C" and select "MTP Mode". Connect the device to your computer using the USB-C port. Open Director Mini on your computer, zip the entire "Android/data/com.magewell.director/files/xcrash" folder and send the zip file to Magewell via the ticket system. Export with the Director Mini device: Tap " > Feedback > Generate log file". Tap "Start". Agree privacy policy. Tap "Go to home screen" to reproduce the issue you've encountered. After you have finished reproducing the issue, tap " > Feedback" to go back to the "Generate log file" page. Tap "Stop", and then a .zip file is generated in the internal storage. (If it crashes again and reboots, a zip file will be generated automatically.)  (Optional) Tap "Export" to export it to the SD card or USB flash drive for more use. You can tap " > Feedback > Submit new feedback" to submit the log to the ticket system.

Basic Information for Troubleshooting

During the use of Director Mini, if you encounter issues that you cannot resolve or abnormal phenomena, you can provide the following basic information for our team to analyze and troubleshoot. Common Issues If you experience screen lagging, audio errors, etc., you can send the following information. Show Information Device: Tap > "Show list", scroll through the list to find the show and swipe it left. Tap "Export", and choose SD card or USB flash drive to export the show file. Web UI: Click the "Produce" tap, then click "Show List", and scroll through the list. Hover the mouse over the show and click to export it to local storage. Operation Logs Web UI: Click "System" > "Logs", click "Export" in the bottom right corner to export the log file to local storage. Version Information Device: Tap  >" "Settings" > "System" > "About", scroll through the page to view the device's version information, including hardware version, firmware version, and software version. Web UI: Click the "Dashboard" tab, check the firmware version, software version, and hardware version in the "VERSION" section. Director Utility App: Click > "Device Status", check the device's version information, including firmware version, software version, and hardware version. Videos or PhotosYou can take videos or photos of the current device's signal connection status, network status, usage steps, problem phenomena, etc., to help our staff better understand your issue.   Crash Issues If the device encounters a serious problem leading to a crash, you can export crash logs following the instructions on How to export crash log of Director Mini.   You can contact the support team (support@magewell.net) or use the Ticket System.  

What to do if Director Mini restarts?

1. Crash and Restart of Director Mini Main Program Analysis:  There are various factors that may cause the main program to crash and restart, which has a certain degree of randomness and is related to the execution of some complex operations. It is difficult to discover all of them during testing. The restart of the main program can quickly recover services and protect user data. Developers can fix the problems and improve the program according to the generated crash logs, ensuring the stable operation of the system. Diagnostic Method: When it is the crash and restart of main program, it only takes 2 to 3 seconds to restart and does not show the white MAGEWELL logo. Solution: As long as such main program crash occurs, you can export the crash log and send to Magewell Support team for analysis and repair. For details, refer to How to export crash log of Director Mini.    2. Overloading with too many external devices causes insufficient power supply, resulting in the device rebooting Analysis: Director Mini can connect external USB cameras, monitors, 4G dongles (USB modem), and other devices. If these devices do not have their own power source and rely on the DM for power, their high power consumption may exceed Director Mini's power supply capacity. Director Mini can currently provide a maximum of 18 watts. If the power consumption exceeds this value, the device will reboot. Diagnostic Method: When the device reboots, you will see the white MAGEWELL logo that was displayed when powering on (refer to the figure below). Generally, it takes 20 to 30 seconds for the reboot process to complete. Solutions: Connect power to the external device, but not taking power from Director Mini. Unplug any unnecessary USB external devices. Replace the external device with one that has lower power consumption. Replace the power supply with a higher-powered one, such as 12V/3A.   3. Device temperature getting too high Analysis:  When the device has a lot of complex scenes created, pushing the CPU/GPU to their limits for a long time, it may lead to high temperatures. Installation defects in the device, such as poor contact or looseness of the internal heat-conducting pad, can also cause high temperatures even with low CPU usage. Diagnostic Method: Swipe down from the top of the screen to open the control center, tap on "Device Status," and check the device temperature (refer to the figure below). If the device temperature exceeds 70 degrees and the fan speed goes over 4000 rpm, it can be considered as overheating. Furthermore, observe the CPU usage. If the CPU is below 50% but the temperature is still above 70 degrees, it indicates poor internal heat conduction contact, requiring a recall for reprocessing. Solution: Reduce the number of scenes or sources within scenes in the show. Send back for repair if it is poor heat dissipation contact.