Knowledge Base

Required information

Answer these questions:

• What version of ThinApp (including build number) are you using?
• What is the application that was captured?
• On what operating system was the capture performed?
• On what operating system does the problem occur?
• Provide a detailed and precise, step-by-step description of the process used for the capture
• Provide a detailed and precise, step-by-step description of how to reproduce the problem

Required data

Provide the following additional data:

• A ZIP or RAR archive of your ThinApp project, usually in the C:\Program Files\VMware\VMware ThinApp\Captures\application directory, where application corresponds to the captured application.
  
  Note: If the application is not running on the computer that has ThinApp installed, use a network share to access the directory on the ThinApp computer.
  
  Note: Do not include the application's bin subdirectory.
  
  
• A ThinApp Log Monitor text trace report for a single failed session of the captured application. If the issue is intermittent, please separate traces from successful runs into a different folder for clarity.
  
  To generate a text trace report:
  
  
  1. Confirm that the application is not running.
  2. Launch ThinApp Log Monitor .
     
     Note: If the application is not running on the computer that has ThinApp installed, use a network share to access C:\Program Files\VMware\VMware ThinApp\log_monitor.exe on the ThinApp computer.
     
     
  3. Run the application until the problem occurs.
  4. Click Kill in ThinApp Monitor .
  5. Click Browse to select the trace file.
  6. Click Browse to select the text trace report name and location.
  7. Click Generate text trace report.

Additional required data

• The native application installer(s), including activation keys and/or licenses
• Your compiled ThinApp package (i.e., the BIN directory, excluding any trace files)

• Any other relevant data, such as:

  • Windows Event Log messages
  • The captured application's own log files, if applicable
  • All relevant hostnames, IP addresses, usernames and passwords
  • Recorded video(s) to illustrate complex problem reproduction instructions

  • For issues that are particularly difficult to reproduce, or only occur in your environment due to specific application requirements (e.g., multi-tiered applications), we may request that you construct a problem reproduction environment within one or more virtual machines that can be transferred to our support staff (preferred), or remote access to your test site for debugging purposes