In order to further diagnose, we require the log files.
There are two ways to do so:
1. Via Dragonfly
Under Windows:
It's important to know that the log files are only sent when you exit the application.
Start the application, and in the main menu goto Help->Report an Issue. Fill out the form, and make sure that the Send log files box is checked. In order to help ORS link the issue report with this ticket, please enter the ticket number in the description. Reproduce the issue at hand, then exit Dragonfly.
Under linux:
Log files are sent immediately when requested.
Start the application, reproduce the issue at at hand, then in the main menu goto Help->Report an Issue. Fill out the form, and make sure that the Send log files box is checked. In order to help ORS link the issue report with this ticket, please enter the ticket number in the description.
Please input your present ticket number to facilitate our issue tracking:
2. Manually
Under Windows:
-open a File Explorer
-paste this in the navigation bar: %localappdata%\ors
-drill down to DragonflyNN, where NN is your Dragonfly version (for example, 41 for version 4.1, 2020.1 for version 2020.1)
-zip the logs folder and send to us by email
Under linux:
Send us the contents of /home/user_name/.ORS/DragonflyNN/logs
where user_name is your user name, and NN is your Dragonfly version. Note that some file utilities hide the user_name when navigating so it can be a little tricky to find the correct path.