General Troubleshooting - Merging Pyramix User Manual

General Troubleshooting

Things to check first - Windows XP
1. Make sure you have either "Administrator" rights or "Power User" rights for your Pyramix XP account.
2. Make sure you have latest drivers/firmware/Bios installed for your entire hardware system. This includes:
motherboard & motherboard's components (on-board audio card, network adapter, RAID controllers, etc),
optical drives and add-on cards.
3. Latest software is installed, for Operating System as well as for all Applications.
4. All hardware equipment is properly listed and shown as fully operational in Windows Device Manager ( Con-
trol Panel > System > Hardware : Device Manager ), including Mykerinos cards.
5. Keys for all Merging product and options are properly listed with a valid date either in: All Settings > Keys
(with Pyramix open) or in: Control Panel > MT Security Settings (when Pyramix is closed).
6. Support Section of the Forum has been checked here:
7. Merging's Worldwide network of knowledgeable and trained Sales Partners is a valuable source of informa-
tion. So please check with a local Merging representative in your country or time zone to find a solution to
your support, technical or commercial enquiry.
Should you then still need to contact support, please include the following information in your request:
8. Serial numbers as well as exact Software Versions of Merging products.
9. A detailed description of your hardware system. including PC, Audio card, Tape Machines, Controllers, as well
as any outboard equipment that could possibly be associated with the issue.
10. Then several files may also help us better understand you problem, so please send any combination of the fol-
lowing, depending on the nature of the issue:
11. Small files that can be sent by e-mail:
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12. Large files can be copied to a regular data CD or DVD and sent by post, courier or by ftp:
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DrWatson, Crash Log Activation:
Note: If you are using Windows Vista or Windows 7 you will need to download DrWatson first,
since it is no longer included in the Windows distribution.
1. Create a new folder named DrWatson at the root of C drive
2. Launch DrWatson 32bit exe, found in: C:\WINDOWS\system32\drwtsn32.exe
3. Set-it up as shown in ScreenShot 1 below
4. Activate DrWatson as the default debugger tool, as shown in ScreenShot 2 below
http://forum.merging.com/viewforum.php?f=33
Copy of the general Setting ".pms" files (Save in general Settings)
In the event a reproducible crash, a copy of the crash log, generated by DrWatson , please see below
for activation of this.
Example of the Pyramix ".pmx" Project where the potential issue has been witnessed.
Interchange Project file (AAF, OMF, etc.)
Small sample of media (Audio or video files)
DiskWrite ".pmi" Disk Images
Audio files
Video Files
Complete interchange Projects including media (AAF, OMF, etc.)
http://download.merging.com/beta/SupportTools/DrWatson.zip
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