HOW TO: Get a process sample when your application hangs

In the unlikely event that your application becomes unresponsive or “hangs,” don’t worry — this is not expected behavior, and we constantly work to prevent such occurrences.

However, if it does happen, the most helpful thing you can do is provide reproducible steps and diagnostic data (logs, a process sample, and system snapshots).

This guide explains how to collect useful information for our support team.

Get a Process Sample (Before Force-Quitting)

Before you force-quit the application, please capture a sample of the process. This file lets us see which thread was active or blocked at the moment the app stopped responding — often the key to understanding what went wrong.

1. Open the Activity Monitor application (in Applications > Utilities).
2. Locate your application. To help find it, type part of the app name in the search field to filter the list.
3. Select your application
4. Click the three-dots icon (…) at the top of the "Activity Monitor" window
5. Choose "Sample Process"
6. When the sample window appears, click Save, and save the file to a convenient location (for example, your Desktop).

Submit the logs to us

Once you’ve saved the sample file, you’ll also need to collect the usual logs so we can analyze the broader context (what the app was doing before it froze).

1. Force-quit the unresponsive application if it’s still hanging.
2. Restart the application.
3. From the application menu, go to Help ▸ Contact Softron Support…
4. Click Contact Softron Support.
5. In the form that opens:
       •    Drag and drop the sample file (and any other log files) into the Additional Files section.
       •    Make sure the option “Collect and Upload Logs Automatically” is enabled.
6. Click Update Ticket (or New Ticket, if you’re starting a new report)

Alternative: Send Files Manually

If you prefer to send the files manually, or if the in-app submission doesn’t work, you can upload everything through our secure file-sharing service:

👉 https://softron.tv/support/upload-files

Add a comment

After uploading, please add a comment to your support ticket with the link to the files so we can locate them quickly.

Privacy and File Size

These logs may contain technical information about your system (process names, memory regions, etc.), but they do not include personal data or any of your media files.

If a file is very large (over 100 MB), compress it before uploading. In the Finder, right click on it and select "Compress".