Collect diagnostic information for support

If PhraseExpander crashes, freezes or does something unexpected, its log files help us find the cause. PhraseExpander always records errors, so in most cases you only need to save a diagnostic package and send it to us.

Send us the diagnostic package

1. Click File → Options and choose the Advanced tab.
2. Click Save diagnostic package. PhraseExpander creates a zip file on your Desktop with the log files and information about your system.
3. Send us the zip file: reply to your conversation with us and attach it, or email it to help@phraseexpander.com. Tell us:
   • what you were doing when the problem happened, and roughly when
   • the application you were typing in

Turn on diagnostic mode (only when we ask)

Errors are always saved, even when diagnostic mode is off. Diagnostic mode records in much more detail what PhraseExpander is doing, so turn it on only when our support team asks you to.

1. Click File → Options, choose the Advanced tab, check Diagnostic mode and click OK.
2. Restart PhraseExpander for the change to take effect: click File → Exit (closing the window only minimizes it to the notification area), then start PhraseExpander again.
3. Use PhraseExpander as usual until the problem happens again.
4. Send us the diagnostic package as described above.

If PhraseExpander freezes

If PhraseExpander stops responding, create a dump file before you close it:

1. Press CTRL+SHIFT+ESC to open Task Manager and go to the Details tab.
2. Right-click PhraseExpander.exe and choose Create memory dump file (Create dump file in Windows 10).
3. Windows shows where it saved the file. Dump files are large and usually can't be sent by email: upload the file to a file-sharing service (for example OneDrive, Dropbox or Google Drive) and send us the link.

If PhraseExpander doesn't start

If you can't open the Options window, send us the log files directly:

1. Paste %userprofile%\AppData\Roaming\PhraseExpander  into the File Explorer address bar and press ENTER.
2. Send us PhraseExpander-errors.log and, if it's there, PhraseExpander.clef.