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Overview 
In order
So that we may can progress your ticket quickly as efficiently as possible , we will need the information that is listed below, this data can then be pasted or attached to the ticket when you are ready to raise it (Link right).

1. Dxdiag - This Microsoft file captures the majority of information about the machine's hardware and the Graphic drivers the machine is using. The dxdiag helps us considerably with the diagnostics to identify where the problem may lay with the issue you're experiencing, for example your graphic card may require the latest driver to resolve the issue or there may be a known issue with that particular Windows operating system as an example.  

Detailed Steps for grabbing the Dxdiag file can be found   here. 

2. Confirmation of One or Two Graphics Cards - 
If you have more than one Graphics Card  we'll need a screenshot from the Display Adapters under Device Manager. Follow the instructions  here  to capture the details of the 2nd graphic card which cannot be see from the DXDIAG file alone. 

There is a known issue with having more than one graphics card , we have workarounds to help with this issue that we will provide you within your case or by email. The issue has been seen predominantly on Windows 7 and less so with Windows 8 or 10. 

3. License Folder  check 

- Go to this location depending on the product you're using: 

SpinFire Professional: C:\ProgramData\Actify\SpinFire109 

SpinFire Ultimate:       C:\ProgramData\Actify\SpinFire11 

Right click the folder, then the Security tab and take a screen capture and attach to the case or email. 

4. For Install, Uninstall or running SpinFire (Crashes on start up) issues, please provide the information from Steps 1 to 2, as well as follow the instructions on the   Uninstall and Reinstall  page. 

5. Floating Licenses issues - If you are using a fixed/node locked license, ignore all the below. 

If your users are using floating licenses, we will need additional information to help you identify the issues, we will need copies of the logs from your Floating License Manager. There are a number of scenarios or symtoms that may be observed. 

-Spinfire clients are unable to activate their spinfire licenses. A user with access to command prompt(cmd) can try "pinging" the floating license manager server to confirm if they can reach the machine.  
Floating License Manager services are not fully running or require termination in the Task Manager/Reboot of the machine to correct the issue. Windows updates/3rd party software and servers with old hardware components can be a catalyst for such issues. 

Status Enquiry log  -  Press "Perform" and then copy/paste the results into a .txt file and attach to the case or email to your Actify Support contact. 

Diagnostics Log  - Press "Perform" and then copy/paste the results into a .txt file and attach to the case or email to your Actify Support contact. 

Debug log  - If one does not exist, please follow the screenshot instructions below. Confirm that the debug.log file is attached to the FLM as shown below. Attach the debug.log file located in C:\Program Files\Actify\Floating License Manager to the case or email to your Actify Support contact. 


5a. How to create Debug log (if it does not exist): 

Create a .txt file in the C:\Program Files\Actify\Floating License Manager folder and then rename it to debug.log and then click "Yes" to confirm the file name extension change. 

6. Grab the SpinFire.log 

This file is very useful to our Developers when there is an investigation into random or specific types of crashing when a model is currently open at the time.