Mach5 Analyzer Support

Is FastStats Crashing on You?

As developers, nothing "hurts" us more than when our programs crash. Crashes receive the top priority here at Mach5 Development-- rest assured that your problem will be fixed ASAP.

The first thing to do when you receive a FastStats crash is to make sure that you have the most recent version of FastStats. To do this, open up FastStats, click Cancel (so no reports are generated), choose the Help menu and then click About. Then go to our product download web page and compare your version with the latest version available for download.

Some general troubleshooting tips:

Turn off Reverse DNS
Turn off the hyperlink tree view
Go to your FastStats directory (most likely C:\Program Files\Mach5Enterprises\FastStats) and delete the file named reversedns.dat
Go to your FastStats directory (most likely C:\Program Files\Mach5Enterprises\FastStats) and every subdirectory (the subdirectories should look familiar -- they are named after the report names)

Please try out these steps before you e-mail us. While we want to know about each and every problem you have with the software, following the above steps and noting if FastStats stops crashing after any change will help us figure out where the problem is.

What We Need From You to Figure Out the Crash

If FastStats crashes, you will most likely see a message box that looks like one of the images below:

Crash Example 1

The crash image that you see should look very similar to the images shown. The important information is in the area in red. You should include this information in your e-mail message to us.

Here is the information we need in an e-mail from you:

What was FastStats doing when you received the error message? That is, did you just start the program, or was it analyzing your log files while it crashed?
Do you have Reverse DNS enabled? Does FastStats crash even when Reverse DNS is not enabled?
Do you have the tree view enabled? Does FastStats crash even when the tree view is not enabled?
Crash information (as explained above)

Please put all of this information in an e-mail and send it to analyzer -at- mach5.com. Our e-mail system is automatically configured to turn any message bright red if it contains the word 'crash' -- to make sure that we read your message right away, you should put the word 'crash' in the subject or body of the e-mail message. Thanks!

Figuring out the Crash, Part II

We should most likely be able to figure out where and why FastStats crashed from the above information. However, we may ask that you install a debug version of FastStats. This debug version will generate a more detailed error message that pinpoints the exact location of the crash.

Download a Full Debug Version
This debug version includes an installer -- setup will be the same as it is when you install the regular version of FastStats, only the FastStats file includes extra debugging code. Download this version if you are not sure what to do. Once you have downloaded this version, just double-click to install. Note: you may want to install the debug version of FastStats to another directory, i.e. "C:\Program Files\Mach5Enterprises\FastStats Debug".

Please run the software and do whatever is required to make FastStats crash. You should see an error message that looks like this:

The important parts -- the file name and line number -- are underlined in red.

Note: Please ignore all crashes in 'oxmenbar.h'. Click 'Ignore' when they appear.

Here is the information we need in an e-mail from you:

What was FastStats doing when you received the error message? That is, did you just start the program, or was it analyzing your log files while it crashed? What stage of log file analysis was it in (i.e. .gz decompression, tree view analysis, log file analysis, etc.)
Do you have Reverse DNS enabled? Does FastStats crash even when Reverse DNS is not enabled?
Do you have the tree view enabled? Does FastStats crash even when the tree view is not enabled?
Crash information (as explained above)

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