Creating Support Cases

We understand that things can occasionally go wrong, but rest assured, the Disguise Support team is here to help you as much as possible to resolve any issues you encounter. This page outlines the information we need to troubleshoot more efficiently, allowing us to identify and resolve issues as quickly as possible.

Throughout the user guide we mention contacting support. The best method for doing this is by email to support@disguise.one.

The key information we need is:

• Error
• Diagnostic file
• Setup
• Additional project files
• Critical deadline
• Other useful information

Error

• What was the actual error message you received?
• What happened that caused the error?
• Can you reproduce the error?
• If you’re able to provide a video showing the steps it will be extremely helpful.
• Can you recreate this error in a new project or the ‘start’ project?

Diagnostic Log File

The log file is a critical part of the troubleshooting process as it helps us determine what may have caused the error. Disguise support will always ask for a diagnostic file so you can help us by providing the log file when you contact us.

How to create a d3 diagnostic file

1. Open the manager and select the project name.
2. Run your project to generate the error.
3. If possible, provide us with the time the error occurred. This will help us quickly locate the error in the logs.
4. Go to the Help menu in d3Manager and choose Create project diagnostic which contains both project and system diagnostics, or Create system diagnostic which specifically includes system information.

The diagnostic zip file will be generated in your projects folder.

Tip

If you experience a Windows Blue Screen, these files will not be included in a system diagnostic. If you experience a Windows bluescreen please include the dump files MEMORY.DMP found in C\Windows along with any dump files found in C:\Windows\minidump

Setup

Understanding your setup is extremely useful.

Providing us with:

• Short description of your setup / hardware
• Output resolution
• d3 version
• Does the error occur with other versions of d3?

Project Files

A skeleton project file is included with your Project diagnostic this will help give us your basic setup however this will not include any content. If you are experiencing a specific issue with a piece of content (for example frame drops in a specific video layer) this content will need to be provided separately to us.

Critical Deadlines

We understand that errors happen at the most inconvenient times and we are here to help you. Please let us know in advance if your issue is urgent and has a tight deadline so that we can prioritise accordingly.

Other Useful Information

• Key deadlines
• Impact the issue is causing
• Details of the show:
  • Show title
  • Production status (pre production, live etc)
  • Type of show (eg stage, tour, xr, location experience)
  • Region of the show so we can ensure your case is handled in the right time zone.

For more information on what happens to a support case once it has been created, please see this article in the Support Portal.