Issue submission requirements

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Issue submission requirements

Post by martin@rootjazz » Mon Jul 13, 2015 2:22 pm

When submitting a bug / issue you are having. The following arerequired.

What program and version are you using do check if there is an update:

If you are NOT on the latest version, update, re-run your action causing the issue as chances are the issue is already fixed if are on a very outdated version

Please describe your issue:

Describe what is going wrong:

Describe what was expected:

Describe the steps to replicate your issue. A list of instruction steps, include all inputs / options you set (screenshots can be useful here)

If you are setting any specific options for the action, detail those.

Include the processing logs, that show your issue (processing logs are shown when you double click the action in the processing tab

Submit your logs and note the logs ID: the first 4 numbers is sufficient (displayed after successful uploading of logs).
NOTE, your logs need to be submitted after the issue (not a day / week after. If you can isolate the issue, this will lead to a quicker resolution of your problem. By this, run an isolated action to generate the issue. Do not run any other actions, use a single thread, do not do anything else during or after the action that causes your issue, then submit logs straight away

To submit your logs, in the app


If you want to be very useful and achieve a speedy resolution of your issue - you can generate ISSUE SPECIFIC LOGS
Please perform the following:

Open the program. Delete or pause all existing actions. If actions are already running due to autorun on startup, disable autorun at startup and restart the app. All actions must be waiting, then pause all (or delete)

Delete existing logs (this does NOT effect your data, these are only logfiles for support to use)
delete all files in the folder that opens

Perform your action that causes the issue. Just a sample action is required, if you can generate the issue processing 1-2 items, please do this, there is no need to process 100s of items, if you can cause it with 1-2

PLEASE NOTE: Do not perform other actions at the same time. Only use one thread. Do not run any actions after this action. Do not do anything whilst your action is running. The idea is for the logs to ONLY show your issue, nothing else.

Then submit logs:

and let me know the LOGS ID (just the number part is sufficient)


When submitting your issue. Please do not assume anything. Things that seem obvious to you, as you are running the action will not be to others. When describing the action, please make sure you note everything about it, the options you select, the filter you specify. 9/10 the issue is not with the action itself, but the combination of options selected, the flow the program takes due to all those options.