To make it easier and
faster to solve problems with the Congo software, it is important
that problems are reported in a proper and complete
way.First, it is important to define what a Crash means. To a
developer, a crash means that the application crashes with
some kind of error message. Most crashes can be
intercepted to make it possible to
save play data and to present a
proper crash message. These are known as "handled crashes". Handled crashes produce an error message and also produce what is known as a "Dump file" containing important information about the console state when the crash occurred. In addition, a "Recovery File" is produced and is offered on a restart so that you can recover any data you programmed but had not saved before the crash. When you have restarted, please connect your USB stick to the console and use the BROWSER>FILES>COPY LOG AND DUMP FILES TO USB command to copy a ".zip"archive of the dump file (Congo.dmp) and an additional file called the "Log" (Congo.log) to that USB stick. Please email that ".zip" file, a copy of your play file and a detailed description of what you were doing at the time of the crash to Congo@etcconnect.com.If the application hangs or
misbehaves, this is not regarded as a crash (it may still
be a serious problem however).If the application
seems to hang, please check the following things:
If you need to report
a problem, please try to include as
much information you can about:
If we get
this information from the start, it makes it easier for us to
provide a fast and professional service to our customers.
And just to reiterate, if you are in a show situation and are experiencing problems with your Congo console, please do not seek help here on the forums, please contact ETC Technical Service at one of the numbers below:
For technical support in the Americas, please call 608/831-4116, or toll-free in the U.S. at 800/688-4116.
For technical support in Europe, please call (+44) 20 8896 1000.
For technical support in Germany, please call (+49) 8024 4700-0
For technical support in Asia, please call (+852) 2799 1220.