Summary

This article describes how to use the Microsoft Debug Diagnostic Tool (DebugDiag) to create a crash dump file when the adTempus service fails (crashes).

A crash dump file is used by Arcana Development to troubleshoot the failure.

Background

Ordinarily, if a software problem causes the adTempus service to fail, adTempus itself will detect the problem, create a crash dump file (written to the "crashdumps" directory under the adTempus program directory), log an error message to the Event Viewer, and restart itself. However, in some cases adTempus is unable to perform these actions and it is necessary to use an external tool to gather the information needed to diagnose the cause of the failure.

Using DebugDiag

The Microsoft Debug Diagnostic Tool (DebugDiag) can be used to create the dump, following these steps:

  1. Download DebugDiag from the Microsoft Web site. Download DebugDiag.msi if you are running a 32-bit version of Windows, or DebugDiagx64.msi if you running a 64-bit version of Windows.
  2. Install DebugDiag. During installation, you can uncheck the options to associate dump files with the tool and to install documentation and samples.
  3. After the tool is installed, run it (Start -> All Programs -> Debug Diagnostics Tool 1.1 -> DebugDiag 1.1).
  4. If it doesn't start with the "Select Rule Type" wizard, click the "Add Rule" button.
  5. Select "Crash" for the rule type and click Next.
  6. Select "A specific process" and click Next.
  7. Select or enter "adtempussrv.exe" and click Next.
  8. Click Next.
  9. Change the directory where dumps will be saved if you wish. Make a note of the directory.
  10. Click Next.
  11. Click Finish
  12. Leave the Debug Diagnostic Tool window open.

When the adTempus service next fails, a crash dump will be created in the directory you specified in step 12. ZIP up the dump file and any associated text or log file, then upload it to Arcana Development following the instructions provided by your support engineer.

Disabling or Removing DebugDiag

When the problem has been resolved and DebugDiag is no longer needed, disable or delete the crash rule for adTempus. If you do not do so, the adTempus built-in crash handling will not work correctly to report crashes and restart the service.

You may also choose to uninstall DebugDiag.