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How to run the Diagnostic Trace for Support

How to run the Diagnostic Trace for Support

Introduction (Please Read)
This document will help you to run the built in Diagnostic Trace, the Diagnostic Trace is support tool that allows us to see what line of code is being run in your software and which line is not responding correctly. The Trace files help our Development Team narrow down what part of the coding in the program are causing the issues and this helps them with a resolution. This document explains how to run the Diagnostic Trace file in Realhound.

Step 1: Once Realhound opens to the login screen, press Ctrl & 2 on your keyboard at the same time. This will start the Diagnostic Trace.
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The following screen will be displayed.
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Step 2: Click on “OK” and then login. You will need to replicate the issue you received before by going through the same steps that first gave you the error or hang up in the software you have seen before. Once you have gotten the errors and closed the warning boxes. Wait about 30 seconds then Press Ctrl & 2 again to turn off the trace. The following screen will be displayed.
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Click on “Yes” if you want to view the trace file or click on “No” to not view the trace file and close the Diagnostic Trace.

Step 3: If your issue is that the program freezes, then you will need to use your Task Manager to close down Realhound. You will not get the option to stop the trace before this because your program freezes. However once you restart Realhound you will be prompted with this message. Click “Yes” to turn off the trace
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Step 4: You will need to email us the trace files stored in your C:\rhtemp\ folder. There may be more than one send all of the files named, “Trace date&time.txt”. Send these text files as a standard attachment in an email or response to Support@realhound.com

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