If the Aura application closes unexpectedly or the scan you are processing in Aura won't complete, it's important to retrieve the Aura log files, generate a DirectX Diagnostic file, and report the incident through the Customer Support form online.
Your report will help us identify any issues and understand their causes, allowing us to improve Aura and support your scan processing more effectively.
If the Aura app closes unexpectedly
If Aura closes unexpectedly and the status reporter pops up, you can access the log files in:
C:\Users\<username>\AppData\Local\Aura\Saved\Logs
OR
%LOCALAPPDATA%\Aura\Saved\Logs
If scan processing in Aura won't complete
If a scan you're processing in Aura won't complete, you can access the log files in:
<scan folder>/<output name>/[IntermediateFiles/<stage it failed on>
OR
Output]/aura_grpc.log
Capture a screenshot
Please capture a screenshot of the entire Aura window to include with your report - either at the point the status reporter appears or the scan won't complete.
In the Aura UI, select Capture Screenshot to generate a screenshot of your current view.
Your screenshot will be automatically saved in the Documents\Emesent\Aura\Screenshots folder.
If you have Multi-Frame Rendering enabled, a high-quality screenshot will be produced. All settings, such as GCP landmarks, will appear in the screenshot.
Generate a DirectX Diagnostic
A DirectX Diagnostic (DxDiag) is a standard Windows output that helps us to understand how your computer interacts with Aura.
- On your keyboard, press the Windows key.
- Press the 'R' key to open the Run window.
- Click on the Run system icon
- In the dialog box at the bottom of the screen, type in: 'dxdiag' and click OK
- The DirectX Diagnostic Tool will load.
6. Click on the button 'Save All Information'.
7. Click on the 'Save' button.
8. The file will be saved to your desktop as dxdiag.txt
9. Click on the 'Exit' button.