As of Reference version 4.4.2, the Systemwide app has a new troubleshooting feature called Debug Mode. This allows Systemwide to log specific stream data that our support and development teams can analyze in case you notice problems with your audio stream. Issues can include clicks, pops, audio dropouts, unusually high latency figures, audible distortion, audio/video sync problems, etc.
For troubleshooting audio stream issues effectively, we also need to collect Systemwide log files in an escalated logging environment. Essentially, getting the necessary information will involve creating a system variable that enables Systemwide to log more data.
In an effort to make things easier, we’ve provided detailed instructions and created two script files that will enable/disable the advanced logging environment for you. See those attachments at the bottom ⭣
Follow these steps to extract the necessary information:
- Download the two script files that are attached at the bottom of this article ⭣
- Right-click on the Debug_logger_Systemwide.bat script file and choose 'Run as administrator'. A warning dialog will now pop up - click on More info > Run anyway. This will escalate the logging environment, clean up the logging history, and relaunch the Systemwide app. It will also open the debug log directory, making it easier to collect the files afterward:
- Go to Systemwide audio settings and check the 'Enable debug mode' box:
- Reproduce the issue in the new logging environment and with the Debug Mode running. During this stage, feel free to capture any audio/video recordings of the issue as they would go a long way towards illustrating the issue as well.
- Collect the input/output audio stream timeline logs - the directory containing them should already be opened by the script from the second step. To open this location manually, go to Systemwide audio settings and click on 'find the generated file':
- Additionally, collect the regular Systemwide log files in this directory (if you're having trouble accessing this directory, see instructions at the bottom). These will contain essential information too, as they were created in the escalated logging environment:
- Disable the debug mode in Systemwide audio settings and disable the escalated logging environment by running the second script. Right-click on Disable_logger.bat and run it as administrator.
- Submit a support ticket below and attach the log files, having compressed them into a ZIP file. Feel free to include anything else you consider important - screenshots, video captures, audio files, etc.
Note: make sure the debug mode is only enabled while you're troubleshooting the issue since the logs can build up in size quickly. Systemwide Debug Mode is logging timestamps, audio stream position, number of samples written, sample rate and other info. Note that log files older than two days will be automatically deleted from the folder to prevent unnecessary file buildup.
Show hidden Files
You might run into an issue collecting some of the log files - the AppData directory might be hidden by default. In this case, you will need to allow showing hidden files. In Windows Explorer (file & folder browser) click on View to open settings bar. Navigate to the right and tick the 'Hidden items' checkbox: