Knowledge Base

Instruction how to provide log files to Technical Support Team

3DxWare 10.8.9 or later

Please provide the log files of the installation to Technical Support following the instructions below:
1. Open location C:\Users\username\AppData\Local\Temp\3Dconnexion\Installation (This AppData folder may be hidden. Change your view to “Show Hidden Items” or search for %temp%\3dconnexion\installation in the Windows Search)
2. Please compress this Installation Folder and attach it to your reply.
3. Please attach a screenshot of the error that appears during the installation.
4. Which version are you currently installing?
5. Is this a brand new installation or do you want to update our driver? Which version previously has been installed?

3DxWare 10.6.7 to 10.8.8

With 3DxWare 10.6.7 log files of the installation are generated by default. They can be found in your %TEMP% folder. (Usually C:\Users\username\AppData\Local\Temp.)

3DxWare 10.0.18 to 10.6.6

1. Open a command-line prompt.
2. Change to the folder where the 3DxWare is saved.
3. Execute the command:

   3DxWare64_v10-x-y_rzzzz  /c:"3DxWare64 /a /z'/logpath=c:\temp'"

   where 3DxWare64_v10-x-y_rzzzz is the 3DxWare redistributable package (for example: 3Dxware64_v10-0-22_r1746)
   and c:\temp is the folder where the MSI logs will be created.

   For the 32bit package adapt the command accordingly:

   3DxWare32_v10-x-y_rzzzz  /c:"3DxWare32 /a /z'/logpath=c:\temp'"

   where 3DxWare32_v10-x-y_rzzzz is the 3DxWare redistributable package (for example: 3Dxware32_v10-0-22_r1746)

How to generate MSI log files when changing a current installation

In order to generate MSI log files when changing (repairing/removing/updating) a current installation, the below procedure can be followed:

1. Open the Registry Editor and open the key:

   HKLM\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{BAFCA6AC-8B37-405B-B57E-C1D45DE70ACC}

2. Copy the contents of the value “ModifyPath” to a command-line prompt.
3. Append a space and the following text string to the command line:

   -z"/logpath=c:\temp"

   where c:\temp is the folder where the MSI logs will be created.
   Do not use a folder path with spaces.

4. Execute the command: the normal updated/repair/remove dialogue will appear.
5. Select the desired option and let the installer complete the change.