When the There Client crashes in an unexpected fashion, it generates an error called "Segmentation Violation" which pops up on the screen.

Usually a Segmentation Violation error is the result of an external program crashing, such as a video or sound driver, and it takes There out with it.  However, it's also possible that it may be a bug in There that caused the crash.

Submitting the information about the crash to There will usually help us find out what was going on at the time and help us find out what caused the crash. There are three parts:

1) Crash Dump files
2) There.log file
3) Screenshot or copied-down text of the Segmentation Violation error itself

When you receive a Segmentation Violation error, valuable information is written out into several Crash Dump files located in the There program's folder on your hard drive, as well as to the There.log file itself.

If you wish to submit information about your Segmentation Violation to There, please obtain this information for us at the time of the crash. This means that if you have already re-logged in to There, you'll need to wait for the crash to happen again. Every time you log in to There, the There.log file gets erased and starts logging from the beginning.

1) Screen shot of the violation

When the message "Segmentation Violation" appears on your screen, do not click ok or cancel. Leave it up. Please take a screen shot of it.

- Make sure the There client window is selected and press ALT - PRINT SCREEN
- Open the "MSPaint" application (Start > Programs > Accessories > Paint)
- Press CTRL - V to paste the screen shot into paint and save the file as a JPG file

It's okay if you're not able to get a screen shot. You can also use pencil and paper, or a notepad in Windows, to write down the error message. It'll say something like this:

Segmentation Violation
Object: <some important text>
Module: <other important text>

You just need to write down what appears in the error window which says "Object" and "Module".

Once you have the information, either by screenshotting it or copying the text down by hand, you may close the client. You can do this by clicking cancel.

_Do not attempt to relogin yet_. The next piece of information will be overwritten if you log in again.

2) The There.log text file

- Go to Start Menu -> 'Run...'
- Type 'C:\Program Files\There\ThereClient' in the 'Open' box and click 'OK'

(do not include the quotes)

- In the window that comes up, find the file named 'There' that is a text file. We need this file to determine what was happening on your system at the time of the crash.

3) And finally, the crash dump file(s)

- Go to Start Menu -> 'Run...'
- Type 'C:\Program Files\ThereThere\Client' in the 'Open' box and click 'OK'

(do not include the quotes)

- In the window that comes up, please look for a pair of files with "crashdump" in their name, whose creation date matches the time of the segfault. (one will have a .dmp and the other will have a .txt extension)

You may want to put all of the files involved, screenshot, crash dump files, and There.log file, in a zip or rar archive, but it is not absolutely necessary. The easiest way to compress the files using Windows XP is to put them into a folder on your desktop, and then right-click on the folder.

Picking the "Send To" and then "Compressed Folder" will create a new file on your desktop that is a compressed copy (Zip file) of the folder you put the files in.

Please send the "compressed folder" (or the individual files) to us at help@there.com .

Thank you for all your help, and we apologize for any trouble this may cause for you in getting the crash information to us!