Collect Information about an Issue

If you cannot rectify the issue yourself, please refer to this topic to collect related information about the issue, and then contact Mech-Mind Technical Support to locate and rectify the issue.

Issue Related Information

Accurate and sufficient information about the issue helps improve the efficiency of issue location and troubleshooting.

Symptoms

When an issue occurs, please describe its symptoms and the conditions in which it occurs, and provide screenshots of warnings or exceptions.

Software Running Environment and Configuration

You should provide information about the running environment and configuration of the software when the issue occurs:

• Software name and version: Provide the name and version of the software with issues. Find the version number by selecting Help > About.

• Camera model, camera ID, firmware version, and mounting mode: Provide information about the model, ID, firmware version, and mounting mode of the camera related to the fault.

• IPC specifications: If the issue is related to the IPC, provide information about the IPC’s hardware configuration.

• IPC language and region setting: If the issue is related to the IPC, provide the operating system version of the IPC. For issues related to multi-lingual display, provide information about the IPC’s current language and region settings.

• Software language: For issues related to multi-lingual display, provide information about the software’s language setting.

• Project: If the project cannot run normally or as expected, please provide the project that can be used for simulation (including project data and deep learning data).

Logs

The software monitors the operations of software and projects in real time, and records detailed logs. Please collect software logs when issues occur.

If Mech-Mind Vision System or the robot has problems communicating with the peripheral devices, or the robot does not operate as expected, you need to collect the robot logs in addition to software logs.

Dump File (.dmp)

A .dmp file is a file that contains data “dumped” from a program’s memory space. It is often created when a software program crashes or a memory error occurs. Thus, it helps locate the causes of the issue and find solutions.

The software creates .dmp files in the following conditions:

• Software crashes.

• The user clicks Retry after the software captures an exception.

In some cases (e.g. serious memory errors), when the software cannot capture the exception, the IPC’s operating system will capture it and create .dmp files.

You can create a .dmp file manually when the software hangs or does not respond.

For details on how to collect .dmp files, please refer to Collect .dmp Files.

Collect Information about the Issue

This topic introduces common ways to collect information about the issue.

Collect Software Logs

Collect Mech-Vision Log

Method I: Start Mech-Vision, click Open folder in the Log panel, and find the log file (.log) of the date when the issue occurs.

Method II: Open the \logs folder under the Mech-Vision installation directory in File Explorer, and find the log file (.log) of the date when the issue occurs.

Collect Mech-Viz Logs

Method I: Start Mech-Viz, click Open folder in the Log panel, and find the log file (.log) of the date when the issue occurs.

Method II: Open the \logs folder under the Mech-Viz installation directory in File Explorer, and find the log file (.log) of the date when the issue occurs.

Collect Mech-Center Logs

Method I: Start Mech-Center, click Open folder in the Log panel, and find the log file (.html) of the date when the issue occurs.

Method II: Open the \logs folder under the Mech-Center installation directory in File Explorer, and find the log file (.html) of the date when the issue occurs.

Collect Deep Learning Logs

When Mech-Vision runs a deep learning model package of .dlkpack or .dlkpackC files, and only Mech-Vision is started, you can collect deep learning logs as instructed below:

Open the \dl_sdk_log folder under the Mech-Vision installation directory in File Explorer, and find the log file (.log) of the date when the issue occurs.

When Mech-Vision runs a deep learning model package of .dlkpack or .dlkpackC files and Mech-Vision is started through Mech-Center, you can collect deep learning logs as instructed below:

Open the \dl_sdk_log folder under the Mech-Center installation directory in File Explorer, and find the log file (.log) of the date when the issue occurs.

When Mech-Vision runs a deep learning model package of older versions (with pth or dlkmp file extension), you can collect deep learning logs as instructed below:

Open the \resource\deeplearning_server\logs folder under the Mech-Vision installation directory in File Explorer, and find the log file (.log) of the date when the issue occurs.

Collect DUMP Files（.dmp）

If the software crashes, or an exception message pops up and the Retry button is clicked, you can collect .dmp files as instructed below:

Open the installation directories of Mech-Vision/Mech-Viz/Mech-Center, and find files with .dmp file extension, such as mmind_vision_76f5af345b_202xxxxx_145339.dmp.

If the software hangs, you can collect .dmp files as instructed below:

1. Open Task Manager on the IPC and find the software.

   Note

   The names of Mech-Vision, Mech-Viz, and Mech-Center in Task Manager are mmind_vision.exe, mmind_viz.exe, and Python respectively.

2. Right-click the software and click Create dump file in the pop-up menu.

3. Wait until the .dmp file is created.

4. When the .dmp file is successfully created, click Open file location in the pop-up dialog box and find the created .dmp file.

If an exception occurs in the software and only the IPC operating system has detected it, you can collect .dmp files as instructed below:

1. Click Start on your IPC, type “event viewer” in the search bar, and click the first search result.

2. Select Windows Logs > Application, and select events related to the exception in the event list.

3. Find the .dmp files in the attachment region in the tab General below.

Collect Information on Robot Errors

If errors occur during communication between the robot and Mech-Mind Vision System, you should collect the robot’s communication programs (or their copies) and logs in addition to the logs of Mech-Mind Software Suite. Please refer to the robot’s User Manual to collect the information mentioned above.

If the robot does not move or pick workpieces according to the vision result or the planned path, you should collect the robot’s communication programs (or their copies), robot logs, screenshots of the programming error’s location, on-site photos, and screenshots of data on the register in addition to the logs of Mech-Mind Software Suite. Please refer to the robot’s User Manual to collect the information mentioned above.