When there are problems that we can’t resolve based on description or support team is unable to reproduce it on our side, we often ask you for a debug log.
Files to attach
We are, most likely will ask you to attach log files from Documents folder in %userprofile%\Documents\IC Control Media Sport\SITB2
Files are called mainlog with different numbers.
Take all of those.
Is is normal that those exists are not empty.
![](https://support.sportinthebox.com/file.php/15003090HHFLFXXTZUCRCXZ0/mainlog.png)
When program hangs
When program hangs, actions must be taken while problem is still there. Don’t close the program.
Download ProcessExplorer from https://learn.microsoft.com/en-us/sysinternals/downloads/process-explorer
Open downloaded file and run procexp64.exe.
![proc_exp_zip.png](https://support.sportinthebox.com/file.php/15002992EXWPHXUGMVZMHYG0/proc_exp_zip.png)
Find Sport In The Box 2.exe in list and create crash dumps. Create both mini and full dumps.
![](https://support.sportinthebox.com/file.php/15003023ZNWHFXJVQTBEURP0/proc_exp_dump.png)
Save dumps in C:\SIB\CrashDumps.
When program crashes
Go to the folder C:\SIB\CrashDumps.
![](https://support.sportinthebox.com/file.php/15003133JPATVOFKCFBUHQI0/image.png)
There may be a few of dump files, take the latest two or three.
Report bug
Upload DUMP files to file share like https://wetransfer.com/ or OneDrive.
Create new ticket at https://support.iccmediasport.com/en-US/new-ticket and attach mainlog and link to the uploaded DUMP files.
Give us a clue of who you are by including license and installation name.
![](https://support.sportinthebox.com/file.php/15003200HCPVUNKZRGEYDMA0/sib_licens.png)
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