CadActiveSupport

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Submit a traceback.log to CadActive

Find Creo traceback.log, tell if CadActive was involved, and send it to CadActive Support.

When Creo Parametric stops unexpectedly, Creo writes a file named traceback.log. CadActive Support uses that file to tell whether the CadActive plugin was involved and how to fix it. You do not need to read the stacks yourself.

Use this article after a Creo crash, especially if it happened while you were using a CadActive command.

What traceback.log is

traceback.log is Creo’s crash dump. PTC and CadActive Support use it to diagnose internal application bugs. Regular users cannot easily decipher it, and you are not expected to.

The file records system data such as:

  • When the crash happened

  • Your Creo version and datecode

  • The process ID and machine type

  • Execution-thread memory stacks

traceback.log does not contain your model names, features, or geometry. Sending it to CadActive Support does not share proprietary CAD data.

Where to find traceback.log

Look in these places, in this order:

  1. Creo working directory (start-in folder). That is usually the folder Creo opened in — the Start in path on your Creo shortcut, or the current working directory of the session that crashed. After you sign in, CadActive looks here for a recent crash.

  2. Public Documents, if Creo crashed while it was still launching:

If you find more than one copy, send the one whose timestamp matches the crash.

Tell if CadActive was involved

Open traceback.log in Notepad (or any text editor) and search for cadactive-creo.

  • If a stack line includes (cadactive-creo: … ), CadActive was loaded in that thread when Creo stopped. Send the file to CadActive Support.

  • If you only see Creo libraries such as xtop or libui_sh, and no cadactive-creo, start with PTC Support. You can still email CadActive if you were using a CadActive command and want a second look.

The hex address after the colon (for example 0x00007FF948E70000) changes every session. Search for the name cadactive-creo, not a specific address.

A CadActive-involved crash looks like this (shortened). The marker to look for is (cadactive-creo: on a stack line:

Send traceback.log to CadActive

Use any of these. The automatic prompt is the fastest when it appears.

Automatic prompt after you restart Creo

  1. Start Creo Parametric again and sign in to CadActive.

  2. If CadActive finds a recent traceback.log in the working directory and the stack includes CadActive, a dialog titled CadActive - Submit Traceback appears: “Oops! Based on your most recent traceback.log file, it looks like we may have caused a crash. Would you like to submit the crash information to CadActive support?”

  3. Select Yes.

On a successful send, CadActive reports that the traceback was submitted to CadActive Support. You do not need to email the same file unless Support asks for more logs.

The prompt does not appear if:

  • The file is only under Public Documents, not in the working directory Creo is using now

  • The crash was not recent

  • The stack does not include CadActive

  • You are running a command-line / no-graphics job — there is no dialog in that mode

If your organization uses a custom or on-premise CadActive server instead of CadActive’s cloud, the plugin cannot send the file automatically. CadActive copies it into %LocalAppData%\CadActive\logs and asks you to email it. See Enable a custom server.

From the CadActive tab in Creo

If the prompt did not appear, or you want to open a ticket yourself:

  1. On the CadActive tab, select Support to open CadActive Support in your browser, or Provide Feedback to submit a bug.

  2. Attach traceback.log and a short description of what you were doing when Creo stopped.

Provide Feedback requires that you are signed in to CadActive.

Email

Send traceback.log to support@cadactive.com. Include:

  • What you clicked or ran just before the crash

  • Your Creo version (from the traceback header, or File → Help → System Information)

  • Optional: the CadActive log files under %LocalAppData%\CadActive\logs

If you can reproduce the crash, turn on debug logging first so those logs have more detail. See Enable debug mode.

Notes

  • If Creo itself will not start at all, begin with PTC Support. That is not a CadActive install issue. If you still have a traceback.log that mentions cadactive-creo, send that file to CadActive as well.

  • Leave the file as Creo wrote it. You do not need to understand the memory stacks.

See also