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How to export crash log of Director device

If you experience a crash while using Director device, you can export the crash log and send the file to Magewell in one of the following ways so that we can locate and resolve the problem for you. Export with a computer: Set the device to MTP mode (default), or if it is set to UVC+UAC mode, go to " > Settings > USB Type-C" and select "MTP Mode". Connect the device to your computer using the USB-C port. Open Director device on your computer, zip the entire "Android/data/com.magewell.director/files/xcrash" folder and send the zip file to Magewell via the ticket system. Export with the Director device: Tap " > Feedback > Generate log file". Tap "Start". Agree privacy policy. Tap "Go to home screen" to reproduce the issue you've encountered. After you have finished reproducing the issue, tap " > Feedback" to go back to the "Generate log file" page. Tap "Stop", and then a .zip file is generated in the internal storage. (If it crashes again and reboots, a zip file will be generated automatically.)  (Optional) Tap "Export" to export it to the SD card or USB flash drive for more use. You can tap " > Feedback > Submit new feedback" to submit the log to the ticket system.

Basic Information for Troubleshooting

During the use of Director device, if you encounter issues that you cannot resolve or abnormal phenomena, you can provide the following basic information for our team to analyse and troubleshoot. Common Issues If you experience screen lagging, audio errors, etc., you can send the following information. Show Information Device: Tap > "Show list", scroll through the list to find the show and swipe it left. Tap "Export", and choose SD card or USB flash drive to export the show file. Web UI: Click the "Produce" tap, then click "Show List", and scroll through the list. Hover the mouse over the show and click to export it to local storage. Operation Logs Web UI: Click "System" > "Logs", click "Export" in the bottom right corner to export the log file to local storage. Version Information Device: Tap  >" "Settings" > "System" > "About", scroll through the page to view the device's version information, including hardware version, firmware version, and software version. Web UI: Click the "Dashboard" tab, check the firmware version, software version, and hardware version in the "VERSION" section. Director Utility App: Click > "Device Status", check the device's version information, including firmware version, software version, and hardware version. Videos or PhotosYou can take videos or photos of the current device's signal connection status, network status, usage steps, problem phenomena, etc., to help our staff better understand your issue.   Crash Issues If the device encounters a serious problem leading to a crash, you can export crash logs following the instructions on How to export crash log of Director device.   You can contact the support team (support@magewell.net) or use the Ticket System.  

What to do if Director Mini restarts?

1. Crash and Restart of Director Mini Main Program Analysis:  There are various factors that may cause the main program to crash and restart, which has a certain degree of randomness and is related to the execution of some complex operations. It is difficult to discover all of them during testing. The restart of the main program can quickly recover services and protect user data. Developers can fix the problems and improve the program according to the generated crash logs, ensuring the stable operation of the system. Diagnostic Method: When it is the crash and restart of main program, it only takes 2 to 3 seconds to restart and does not show the white MAGEWELL logo. Solution: As long as such main program crash occurs, you can export the crash log and send to Magewell Support team for analysis and repair. For details, refer to How to export crash log of Director Mini.    2. Overloading with too many external devices causes insufficient power supply, resulting in the device rebooting Analysis: Director Mini can connect external USB cameras, monitors, 4G dongles (USB modem), and other devices. If these devices do not have their own power source and rely on the DM for power, their high power consumption may exceed Director Mini's power supply capacity. Director Mini can currently provide a maximum of 18 watts. If the power consumption exceeds this value, the device will reboot. Diagnostic Method: When the device reboots, you will see the white MAGEWELL logo that was displayed when powering on (refer to the figure below). Generally, it takes 20 to 30 seconds for the reboot process to complete. Solutions: Connect power to the external device, but not taking power from Director Mini. Unplug any unnecessary USB external devices. Replace the external device with one that has lower power consumption. Replace the power supply with a higher-powered one, such as 12V/3A.   3. Device temperature getting too high Analysis:  When the device has a lot of complex scenes created, pushing the CPU/GPU to their limits for a long time, it may lead to high temperatures. Installation defects in the device, such as poor contact or looseness of the internal heat-conducting pad, can also cause high temperatures even with low CPU usage. Diagnostic Method: Swipe down from the top of the screen to open the control center, tap on "Device Status," and check the device temperature (refer to the figure below). If the device temperature exceeds 70 degrees and the fan speed goes over 4000 rpm, it can be considered as overheating. Furthermore, observe the CPU usage. If the CPU is below 50% but the temperature is still above 70 degrees, it indicates poor internal heat conduction contact, requiring a recall for reprocessing. Solution: Reduce the number of scenes or sources within scenes in the show. Send back for repair if it is poor heat dissipation contact.

What to do when an NDI source jitters

If the image of an NDI source jitters, try the following steps: Check Network Stability: Ensure you’re on a stable network. If unstable, switch to a reliable connection. Adjust URL Settings in Scene Editor: Increase Buffer Duration. Change Transport Mode from UDP to TCP or RUDP. Enable Ignore video PTS.

How to change audience from Only Me to Public when streaming to Facebook Live

Director newly supports selecting Audience for streaming to Facebook Live, to show your content to public, friends or only yourself.  For users who can only stream to Only Me, you can follow the below steps to change the audience. Upgrade your firmware to a newer version (V3.2.1273 and above). Go to Facebook > Settings & privacy > Business integrations, click View and edit on the right of Director device.  On the popup window, scroll down and find "Who can see you use this business integration?", click the drop-down box, and select Public. Save your settings. On the Director device, go to the settings page of Facebook live, scroll down and select Audience. Select an option to determine what audience your content will be shown to. You may choose Public to show to everyone.   Now, go back to the main screen and start to streaming to Facebook Live. You can see the public icon on your facebook live page.    

Unable to change the background color of the shortcut

The Director device has upgraded the shortcut addition method in version 3.2. This version does not force users to specify key codes and key texts for shortcut keys.   If the device is downgraded from version 3.2 to version 3.1 or lower, relevant errors will occur. This is because lower versions require key codes and key texts to be specified for shortcut keys, and issues like failure to change the background color may arise.   You can resolve this problem by specifying key codes and key texts for the shortcut keys.  Please refer to How to use shortcuts for Director device - Magewell

Fail to go live from business pages when streaming to Facebook Live

Director has supported streaming to business pages for Facebook Live since V3.2. For users who cannot stream to business pages, you can follow the below steps. Upgrade your firmware to a newer version (V3.2.1273 and above). Go to Facebook > Settings & privacy > Business integrations, remove Director from "Active". Log out your account on the Director device. Log in your account again and finish the authentication. Tap Post To, find your business page, and select it. Go back to the main screen and then start streaming to Facebook Live.

Bluetooth Audio Relative Questions

Q1: Why can't Bluetooth devices achieve simultaneous audio input and output? A: Bluetooth audio supports two primary working modes: A2DP mode: Enables high-quality one-way audio transmission (e.g., headphones receiving media audio from a device) and requires master-slave role switching. This is the working mode of the Director device. SCO mode: Supports two-way call voice transmission but only up to 8k/16k. The Director does not support this mode.   Q2: Why is the device restart required when switching Bluetooth audio input/output functions? A: The Android system currently does not support hot-swapping of Bluetooth working modes. A device restart is necessary to reconfigure the mode, ensuring the Bluetooth function operates normally in the target mode.   Q3: Can simultaneous audio input and output be achieved when connecting to a phone via Bluetooth? A: No. Currently, the Director operates in A2DP mode and does not support establishing the corresponding two-way audio connection with a phone. Therefore, simultaneous audio input and output on the phone side cannot be realized via Bluetooth.

How to export crash log of Director Plus

If you experience a crash while using Director device, you can export the crash log and send the file to Magewell in one of the following ways so that we can locate and resolve the problem for you. Export with a computer: Set the device to MTP mode (default), or if it is set to UVC+UAC mode, go to " > Settings > USB Out" and select "MTP Mode". Connect the device to your computer using the USB Out port. Open Director device on your computer, zip the entire "Android/data/com.magewell.director/files/xcrash" folder and send the zip file to Magewell via the ticket system. Export with the Director device: Tap > Feedback > Generate log file. Tap Generate logs to create a ZIP file in the internal storage, which can record the issue that has just occurred. (Optional) Tap Export to copy the file to an SD card or USB flash drive. If you need to capture logs for issues that occurred a while ago: Enable the permanent log storage switch. Reproduce the issue. Tap Generate logs and then export the file as needed. Disable the permanent log storage switch to avoid excessive storage usage. You can tap " > Feedback > Submit new feedback" to submit the log to the ticket system.

Why it cannot find or connect to the hotspot of Director Plus

Q1: Why can't some devices find the hotspot of Director Plus? A: The Director Plus broadcasts the hotspot on the 6GHz Wi-Fi by default. Some client devices (such as devices that only support 5GHz Wi-Fi) may be unable to discover the hotspot. Solution: Go to " > Settings > Network > Hotspot & tethering" and enable the "Extend compatibility" switch. Once enabled, the hotspot will switch to 5GHz Wi-Fi, allowing more devices to discover it, although the connection speed may be slightly reduced. If the hotspot still cannot be found, tap "Security" and change the security mode from WPA3-Personal to WPA2-Personal, which provides better compatibility with older devices. Note: When Extend compatibility is enabled, the hotspot uses 5GHz Wi-Fi. When Extend compatibility is disabled, the hotspot uses 6GHz Wi-Fi. Q2: Why can my phone find the hotspot but fail to connect? A: The device uses WPA3-Personal security by default. Some older phones or client devices do not support WPA3, which may cause the connection to fail. Solution: Go to " > Settings > Network > Hotspot & tethering" and enable the "Extend compatibility" switch. The "Security" option will then appear on the page. Change the security mode from WPA3-Personal to WPA2-Personal, which provides better compatibility with older devices. If the connection still fails, go to " > Settings > Network",  and check the hotspot IP address. If it conflicts with your phone's network, tap  to change the IP address. Q3: Why is my hotspot Wi-Fi frequency different from what I expected? A：The hotspot Wi-Fi frequency may depend on the Wi-Fi network connection used by the Director Plus. For example, if the Director Plus connects to a router using 5GHz Wi-Fi, the hotspot may also use 5GHz Wi-Fi. If the router uses 6GHz Wi-Fi, the hotspot may also use 6GHz Wi-Fi.