What we need to know about your problem?

Build 1501 on 14/Nov/2017  This topic last edited on: 26/Oct/2016, at 16:48

We need to know about as much as possible facts about your problem. If you send us a very laconic problem report, the only outcome is that we're going to reply with one or more emails with additional questions.

Save our and your time - tell us all you know about the problem in your first mail!

PLEASE, TELL US:

1.What is urgency of the problem.

See Problem impacts.

2.When exactly the problem started, and when it was noticed for the first time.

Examples:

'The problem started about 20 days ago, but it was firstly noticed yesterday.'

'We do not know when the problem started, but it was noticed few moments ago'.

'The problem started this afternoon'.

3.Who and what is affected by the problem:

- one, more, or all GN4 applications?

Example:

'The problem affects Ted4, but other GN4 applications work normally.'

'The problem affects all GN4 applications.'

'The problem affects only GN4 browser.'

- only GN4 applications, or other applications too?

'The problem (eg. fonts, or printing) affects also Windows Notepad.'

'The problem affects only Ted4, but Microsoft Word or Notepad handle it normally.'

- only one part of a GN4 applications, more parts, or all parts of that applications?

'The problem affects only the Details view in Shell, but not the List view.'

'The problem affects Measurement and Rules panel in Fred4, and other panels work normally.'

'The problem happens only with source pane, not in WYSIWYG pane'

- only one data type, more data types, or all data types?

'The problem affects only the Wires listing in Shell, but not the Tark listing.'

'The problem affects only Reuters feed, and AFP and other feeds work correctly.'

'Only certain JPGs do not print, others print normally.'

- one user, more users, or all users? One workstation, more workstation, or all workstations?

Examples:

'The problem happens only to one user, and even if he works on another workstation.'

'This happens only on pages 6 and 7, and other pages work well.'

'Nobody can find anything neither in texts, wires, images.'

'It happens to everyone.'

4.How frequently the problem happens:

- Once

- Each time on a specific operation?

- More times in an hour?

- More times in a day?

- More times in a week?

5.Describe the problem as detailed as possible. Pretend that you are a thriller writer. Describe us the scene of the crime with all details, even if they look to you insignificant. Include screenshots of all error messages, if more than one. See also GN4 applications command line parameters to learn how to enable display of system exceptions.

See examples of bug reports.

6.Tell us what you've tried so far to fix it with all attempts and all details. If you tell us all what you did, this will save to us and to you the time.

Example: 'I've restarted GN4 applications; I've restarted server; I've reinstalled GN4 modules.'

7.Did you manage to reproduce the problem at will?

Examples:

'I can repeat the problem in 10 of 10 attempts'

'The problem cannot be reproduced all the times, it happens each now and then'.

8.Can the problem be reproduced on the latest daily build?
9.Help us to reproduce/repeat your problem. Write down all the steps, very precise, one-by-one. Do not assume anything - describe all details!

ABOUT PROBLEMS YOU CANNOT REPRODUCE ALL THE TIMES

If you cannot reproduce the problem every time, it means it may be random, or you didn't manage to reproduce the exact situation.

If you cannot reproduce it, chances are we won't be able to reproduce it as well.

The problems that cannot be reproduced are very difficult to fix.

See also

What data we do expect from you?