Support
Sending your Peakto database when supports asks for it
Sometimes, in order to resolve complicated bugs, it is very useful to get access to your peakto database. In order to not expose any images and personal data, this article explains how to prepare and send the content to us. The Peakto root folder ...
Comment envoyer votre Identifiant de machine lorsque le support vous le demande
Parfois, nous devons être en mesure de vous trouver dans notre base de données d'essai pendant que vous testez encore Peakto, par exemple lorsque vous essayez de prolonger la période d'essai. Parce que nous ne demandons pas d'e-mail lors du démarrage ...
How to send a crash report when our supports requests it?
From our Support team: Sometimes, we need to understand what went wrong (you experienced a crash) in a conversion process (Avalanche) or an ingestion process (Peakto), and we will ask you to send us a full crash report. This file contains information ...
How to send your machine ID when the support asks for it
Sometimes, we need to be able to find you in our trial database while you are still testing Peakto, e.g when trying to extend the trial period. Because we do not ask for an email when starting a trial, the only identification we have is the ID of ...
How to send a C1 database when the support asks for it.
In some situations, it is very useful to be able to access a C1 catalog when a customer encounters an issue. This note explains how to send the C1 database if someone from the team asks for it. First of all, a C1 database is NOT a catalog. It does ...
How to get a Sample Process or Spindump
Typically, a freeze or spinning beach ball occurs when an application is waiting for a response from the OS or another process. In the event that Avalanche or Peakto becomes unresponsive, support may request a Sample Process or Spindump to help in ...
How to send the Aperture database if the support asks for it ?
Aperture libraries can be very big and sometimes contain images. In some situations, it would be useful for our support team to be able to simulate Avalanche running on your own data. Luckily, you don't have to send any image to let us do that. We ...
How to send a log file when our supports requests it?
From our Support team: Sometimes, we need to understand what went wrong in a conversion process (Avalanche) or an ingestion process (Peakto), and we will ask you to send us a log file. This file contains information printed out by Avalanche/peakto ...