Reporting Computer System Info to LBNL for Troubleshooting

Reporting Computer System Info to LBNL for Troubleshooting

Last Updated: 

Friday, March 7, 2008

Software/Versions Affected:

  • COMFEN›4
  • COMFEN›5
  • THERM›6
  • THERM›7
  • WINDOW›6
  • WINDOW›7

To help us determine the problem you are having running or installing our software, please supply us with the information below:

  • Program version (go to the Help menu, About choice) or name of installation file (such as THERM5Setup.exe with file date and size)
  • Operating System (ie, MS Windows XP, 2000, 98, etc)
  • DLL Info (see below)
  • System Info (see below)

To determine what DLLs are installed on a computer, do the following:

  • Download the program called Dependency Walker, which is a free download.
  • What you download (select the first option, which is for Windows 2000, XP, etc) will be a zip file. Unzip the contents of that file into a new directory (called whatever you want, such as DependencyWalker).
  • Make sure to close the LBNL programs, ie, WINDOW5, THERM5, and Optics5
  • Then, run (ie, double click on the file in Explorer) the depends.exe file from whatever directory you created. This will open up a window titled Dependency Walker.
  • In that program, go to File/Open and select THERM5.exe from c:\Program Files\LBNL\THERM5. You will be presented with a bunch of information.
  • Go to the Profile menu, and select Start Profiling.
  • On a computer where THERM5 runs correctly, THERM5 will start up in a few seconds.
  • If THERM5 does not start up, due to initialization problems, click OK on the initialization message and then go back to the Dependency Walker program.
  • Click File/SaveAs, and save the file as THERM5.dwi, close the program, and email us the file.

To determine the Computer System Information for MS Windows 2000 and XP, do the following:

  • Start menu
  • Programs (All Program for Windows XP)
  • Accessories
  • System Tools
  • System Information
  • Click on Action
  • Save as System Information File
  • Name it yourname.nfo and save it somewhere that you know where it is. Email the yourname.nfo file to [email protected]

Related Links: 

Dependency Walker