Run Diagnostics

Questions and answers about 3Dconnexion devices on Windows.

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jwick
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Run Diagnostics

Post by jwick »

If you have problems with your 3DxWinCore Windows driver, if is often useful for us to see information about your 3DxWinCore installation.

You can run our diagnostic program to collect what we typically need: Shift+Right Mouse Button on the 3Dx systray icon->Run Diagnostics
This starts a program that collects this information.
It can take a while. When it is done, it will open a window to the directory with the file.

Your tech support contact may ask for this file.

There are a few conflicts it may immediately warn you about.

You can open the zip file it writes to see what it is collecting. If you feel the need, you can delete any part of it and save the rest to send to us.

It is collecting:
  • the system driver files assigned to your 3Dconnexion products
  • dmp (crash) files from the driver
  • your saved user files (changes you made with our GUI for applications - sometimes these cause a conflict)
  • driver log files (please enable logging before reproducing and tracing through your problem (3Dx systray icon->Write Log File)
  • a list of running applications (often times identifies conflicts with anti-virus software)
  • a list of installed applications (potential conflicts)
  • registry entries related to 3Dconnexion products
  • system setup log files (identifies device detection at the system level and the system files assigned to them)
If your driver immediately crashes, you won't be able to run the program from the systray icon. In that case, you can run it manually by executing:
<3DxWinCoreInstallDirUnderProgramFiles>/3DxDiag/3DxDiag.bat
Bernd Wilde
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Re: Run Diagnostics

Post by Bernd Wilde »

Hi,
where to find the created diag log file/folder/zip. Just asking as there are many log files.
Also, what if I have problems with the Software because all of the included macros are gone.
jwick
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Re: Run Diagnostics

Post by jwick »

The zip file will be in %TEMP%\3Dconnexion\3DxDiag. An explorer window will be opened to this directory if the data collection completes. This could could take a minute or so if registry information is included.
The file will be named with the time and date.
AmroSalih
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Re: Run Diagnostics

Post by AmroSalih »

Amro Bobiec
billy_joule
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Re: Run Diagnostics

Post by billy_joule »

Is support still active?

I opened a ticket a couple months ago and never heard back...
jwick
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Re: Run Diagnostics

Post by jwick »

billy_joule wrote: Wed Apr 12, 2023 5:14 pm Is support still active?

I opened a ticket a couple months ago and never heard back...
That's not very encouraging. Which support center?
Did you resolve your issue, or can we try to help you here?
billy_joule
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Re: Run Diagnostics

Post by billy_joule »

I sent a request via this portal:
https://3dconnexion.com/us/support-request/

I'll start a new thread with my issue.
jwick
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Re: Run Diagnostics

Post by jwick »

If you don't hear back, let us know. We will try to help you here.
dougmurrray85
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Re: Run Diagnostics

Post by dougmurrray85 »

I cannot access support as I no longer have access to my university email.

Why can we not use our forum accounts?!
maschl
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Re: Run Diagnostics

Post by maschl »

How can I enable driver logging? Automated analysis always tells me it's off. Is there any feedback supposed to happen upon pressing "enable logging", except the red warning text disappearing? Once a zip is created, the final text wall *.txt says drivers weren't logged, so I don't know what to make of this :|
jwick
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Re: Run Diagnostics

Post by jwick »

Those messages should be more clear.

The Enable Logging Button does the same thing as "Write Log File" on the 3Dx systray. It takes effect immediately if the red text goes away. But that doesn't effect the past. It only tells the driver to start logging from that moment forward. You would need to reproduce the problem while the driver is logging.

Probably you should stop the Diagnostic Tool and restart your driver to collect what is happening during the driver run. Then rerun the diagnostics tool, to collect everything into a file.

It is dependent on your issue. Perhaps the reason you are running to tool has nothing to do with what the driver was doing.

This tool is currently expected to be run on the phone with Tech Support. After describing your problem to them, they may have you run the Tool to collect relevant information.
maschl
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Re: Run Diagnostics

Post by maschl »

Thank you, what you told me should be in there already :D
HarryPotter69
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Re: Run Diagnostics

Post by HarryPotter69 »

To troubleshoot issues with your 3DxWinCore Windows driver:

Right-click the 3Dconnexion systray icon, choose "Run Diagnostics."
Wait for the program to collect information about your installation.
Open the generated zip file and review the data.
Share this file with tech support if needed.
The diagnostic program collects driver files, crash files, user settings, logs, application lists, registry entries, and setup information. If the driver crashes immediately, run <3DxWinCoreInstallDir>/3DxDiag/3DxDiag.bat manually.
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