SnapKast Troubleshooting

Getting Help

The sections herein are to assist in troubleshooting how SnapKast is operating. You will typically be directed by the SnapKast Support team to perform one or more of the items below so that they may assist you in finding the source of a problem and resolving it with you.

Please make sure that your computer meets the minimum system requirements found on the SnapKast Support Site.

Contents

• Installation logging
• Removing SnapKast
• Finding and reporting low-level errors
• Getting Your System Information
• Archiving a Recorded Session

Installation Logging

1. Place the installation file on your desktop.
2. WinXP: Click Start->Run..., then type cmd and hit Enter to launch the DOS command window, or
   Vista: Type cmd in the Start->Start Search field and hit Enter to launch the DOS command window.
3. Type cd Desktop to change your working directory to the desktop.
4. Type SnapKastSetup-JF.exe /log="install.log". This launches the setup program and also creates a file on your desktop called install.log.
5. If the installation fails again, we now have a log record. Proceed to reboot and try launching SnapKast from the new shortcut again, just as you did before.
6. Please include these two files as attachments in an email you send to us: the install.log file on your desktop and the snapkast.log file in your My Documents\SnapKast folder in WinXP or Documents\SnapKast folder on Vista.

Removing SnapKast

1. Click WinXP: Start->Control Panel->Add/Remove Programs
   Vista: Start->Control Panel->Programs and Features
2. Locate SnapKast in the program list then uninstall it.
3. Look in C:\Program Files for a directory named SnapKastSVG. If that directory exists, look for a file in there called uninst.exe. Double-click on this file to remove the SVG conversion program.
4. Restart your computer.

Finding and reporting Low-Level Errors

1. Click Start->Run...
2. Type cmd, then hit Enter. This launches the DOS command window. We'll come back to this in a moment.
3. Right click on the SnapKast Media Center icon on your desktop and select Properties from the popup menu.
4. Click the Find Target... button to go to the SnapKast installation folder.
5. Highlight the full path in the Address bar of the explorer window and click Edit->Copy
6. Go back to the command window and type cd (note the space after the cd is required), then right-click and select Paste then hit the Enter key. This should take you to the SnapKast installation directory where you can now execute the program from the command prompt.
7. Type mediacenter.bat, then hit Enter.
8. Take a screenshot of the window and email it to us. To take a screenshot:
   1. Make sure the command window is shown and active (i.e. has focus)
   2. Hold down the Alt key, then hit the PRT-SCR key
   3. Click Start->All Programs->Accessories->Paint
   4. Click Edit->Paste
   5. Click File->Save As...
   6. Save the file as type png and include as an attachment in your email to us.

Getting Your System Information

1. Click Start->All Programs->Accessories->System Tools->System Information

   

2. On the program that launches, click File->Save... and save the file to your desktop.

   

Archiving a SnapKast Recorded Session

1. Download and install 7-zip zipping utility (http://www.7-zip.org)
2. Click Start->All Programs->Accessories->Windows Explorer
3. Navigate to
   My Documents\SnapKast\captured\Unpublished.comm\Unpublished.fld\ppt-file-name.lec in Winxp, or
   Documents\SnapKast\captured\Unpublished.comm\Unpublished.fld\ppt-file-name.lec in Vista (where ppt-file-name is the name of the PowerPoint file you used for the session; if you recorded a Whiteboard session, then look for untitled- followed by the date and time of the recording session).
4. Right-click on the folder and select 7-zip->Add to Archive... from the popup menu.
5. Select zip as the archive format, then click OK.

You may encounter issues regarding sending large files in email. If this is the case, you'll need to upload the file to a website that we can access.