How to capture a sample from Activity Monitor
In the course of troubleshooting problems you are having with any Mariner Software product, we may request that you send us a sample from Activity Monitor. The Sample is a file that contains information about what is going on behind the scenes in an application at a given time, and can sometimes help us pinpoint the specific cause of a particular problem. These are the instructions for getting an Activity Monitor sample.
These instructions are the same regardless of which Mariner Software application you are using.
Launch Activity Monitor
Activity Monitor is an application that provides statistical- and diagnostic information for apps that are currently running. There are two ways to launch Activity Monitor:
In your Mac's Applications Folder, open the Utilities folder. In the Utilities Folder, locate (and launch) Activity Monitor.
Perform a Spotlight search for Activity Monitor, and choose Activity Monitor from the list of results.
Reproduce the behavior
In the application you are reporting issues with, attempt to reproduce the behavior.
Gather information from Activity Monitor
Once you have reproduced the behavior, return to Activity Monitor.
In the Process list, locate the name of the application you reproduced the behavior in (the one you are experiencing difficulties with). It should be possible to locate the application by looking for its name in the Process name column.
After selecting the application in the Process list, click on the Sample Process button in the toolbar.
In Activity Monitor, once the sample is complete, click on the Save button in the top right-hand corner of the Sample window.
Save the resulting file and attach it to your support discussion.
Tips for locating processes in Activity Monitor
Generally, it should be fairly easy to locate a process in Activity Monitor. In situations where it does not seem easy, though, there are three things worth noting that can potentially help make the process easier:
Under the Show selector, make sure
My Processesis selected. This will limit the list of applications displayed.
The Show selector is located on the right-hand side of the toolbar, to the left of the search field.
Sort the list of processes by process name. If processes are sorted alphabetically, it should be easy to find a specific application by locating it in an alphabetical list of processes. To sort processes by process name, click the column heading Process Name at the top of the list.
Note that process not currently responding display in red. If an application is hung (it's not responding to user input or displaying the mouse pointer as a rainbow beachball/ pinwheel), the process should display in Activity Monitor with its name in red.