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R
Ryan Sauvé
Inspiring
April 7, 2020
Answered

Request for Diagnostic/Logging Tool for Testing

  • April 7, 2020
  • 2 replies
  • 839 views

I just want it on record that Adobe should create a diagnostic tool that beta testers can install so that when we submit issues, Adobe can more efficiently troubleshoot rather than waste unecessary time going back and forth with the user reporting the issue, especially if Adobe can't replicate the issue on their end.

 

For example, I have a case where Premiere Pro (Beta) crashes when I try to Browse for a LUT but Adobe can't reproduce it. Such a utility would contain all the user inputs and capture system behaviour and show what's happening when the program hangs.

 

Is a utility like this in the works or has it been discussed?

    This topic has been closed for replies.
    Correct answer Bruce Bullis

    It's been requested, but is not in the works. 

    A utility like you describe would be very useful for troubleshooting, but also be a potentially egregious violation of user privacy. Example: If you imported something from within your user directory, and we gathered the path as part of our usage tracking, that path might constitute personally identifying data. Our Legal team suggests we never, ever do that. 🙂

    Good news: All beta builds are providing (properly anonymized) usage data, and crash reporting. While that won't help with the hang you've encountered, it will help us understand the problems users encounter.


     

    2 replies

    Kevin-Monahan
    Community Manager
    Kevin-MonahanCommunity Manager
    Community Manager
    September 6, 2024

    Check this out: https://community.adobe.com/t5/premiere-pro-discussions/diagnostics-tool-for-premiere-pro-available-for-download-solve-crashes-amp-troubleshooting-issues/m-p/13803902?search-action-id=595272056583&search-result-uid=13803902.

     

    Kevin Monahan - Sr. Community & Engagement Strategist – Pro Video and Audio
    Bruce Bullis
    Community Manager
    Bruce BullisCommunity ManagerCorrect answer
    Community Manager
    April 7, 2020

    It's been requested, but is not in the works. 

    A utility like you describe would be very useful for troubleshooting, but also be a potentially egregious violation of user privacy. Example: If you imported something from within your user directory, and we gathered the path as part of our usage tracking, that path might constitute personally identifying data. Our Legal team suggests we never, ever do that. 🙂

    Good news: All beta builds are providing (properly anonymized) usage data, and crash reporting. While that won't help with the hang you've encountered, it will help us understand the problems users encounter.


     

    R
    Ryan SauvéAuthor
    Inspiring
    April 8, 2020

    Thanks for the quick response and clear explanation. Always very much appreciated. 

     

    Fair enough and makes sense. Now it's more clear how RED gets away with capturing log files on their mags as they only capture info from the camera brain and not private info from a user's own computer.

     

    That being said, I'm sure some of us would be willing to allow it, especially if we're using test machines. But now we know it's not being worked on, let's add it to the suggestion box for future consideration if time and resources permit. Thanks again. 

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