ecs@netbloc.com: 867: new problem-report forms

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new problem-report forms
Mark Gilmore
Sat, 18 Sep 2004 18:04:29 -0700

Sat, 18 Sep 2004 18:04:29 -0700

I spent a lot of time on these things, so *please* use them ! :-).

Mark Gilmore
http://OmnipotenceSoftware.com

ECS Problem Report

Note: If you use Outlook for email, this form will not work properly (please use the text version of this form).

When reporting a problem, this form helps assure that you provide all the information we need to diagnose it
(feel free to ignore inapplicable questions).

Please submit a report only when you will be available for follow-up questions and/or testing
(I.E. do not email this form and then leave your PC, as we will probably respond within a few minutes).

If you're reporting a problem related to the display of web pages (e.g. icons don't display properly, applet areas are blank, etc), first assure that I.E. JAVA logging is enabled: Click TOOLS/ADVANCED and look for "Java Logging Enabled" (under "Microsft VM"). If it is not checked, do so, click "OK", and re-create the problem (otherwise, the log is already there). Then attach \WINDOWS\java\javalog.txt to your email.

If ECS crashed (in which case a termination window should be displayed), click "FOR MORE INFORMATION ABOUT THE ERROR, CLICK HERE", and then "TO VIEW TECHNICAL INFORMATION ABOUT THE ERROR REPORT, CLICK HERE". To the right of the "Address:" field, you will see an 8 digit hex address. Please include this address in your email and attach ECS.MAP.

When complete, click DONE below and your info will be loaded into an email message addressed to us.
If this fails for some reason, please use the text version of this form

General problem description
Please be extremely literal/explicit. For example: Rather than saying "My thermostat is not working",
you might say "My 'Living-Room Thermostat' Object is reading 90, when it should read 70".

Object and Property related to the problem:

Exact text of error message (as found in err.log)

Detailed (step-by-step) instructions on how to reproduce problem (please be very specific).
Note: If you provide sufficient details such that we can re-create the problem, we can usually fix it within an hour.

Did this problem just start happening (e.g. did it work before) ?

Has anything recently changed (in ECS or in your PC) that may have triggered this problem ?:

Name/model of the device related to problem:

ECS version:

Operating system:

Other pertinent details:

Click DONE to load the above info into an email message (then click "SEND" to transmit).
Please remember to attach ERR.LOG, MAIN.LOG, MAIN.CFG and \WINDOWS\java\javalog.txt (if reporting a JAVA related problem).

ECS Problem Report (email to Support@OmnipotenceSoftware.com)
*************************************************************

When reporting a problem, this form helps assure that you
provide all the information we need to diagnose it
(feel free to IGNORE INAPPLICABLE QUESTIONS).

Please submit a report ONLY when you will be available for follow-up questions and/or
testing
(I.E. do *not* email this form and then leave your PC, as we will probably respond within
a few minutes).

If you're reporting a problem related to the display of web pages
(e.g. icons don't display properly, applet areas are blank, etc),
first assure that I.E. JAVA logging is enabled:
Click TOOLS/ADVANCED and look for "Java Logging Enabled" (under "Microsft VM").
If it is NOT checked, do so, click "OK", and re-create the problem
(otherwise, the log is already there).
Then attach \WINDOWS\java\javalog.txt to your email.

If ECS "crashed" (in which case a termination window should be displayed),
click "FOR MORE INFORMATION ABOUT THE ERROR, CLICK HERE",
and then "TO VIEW TECHNICAL INFORMATION ABOUT THE ERROR REPORT, CLICK HERE".
To the right of the "Address:" field, you will see an 8 digit hex address.
Please include this address in your email and attach ECS.MAP.

************************************
General problem description
Please be extremely LITERAL/EXPLICIT.
For example: Rather than saying "My thermostat is not working",
you might say "My 'Living-Room Thermostat' Object is reading 90, when it should read
70".

Object and Property related to the problem:

Exact text of error message reported by ECS (as found in err.log):

Detailed (STEP-BY-STEP) instructions on how to reproduce problem (please be very specific).
If you provide sufficient details such that we can re-create the problem, we can usually
fix it within an hour.

Did this problem just start happening (e.g. did it work before) ?

Has anything recently changed (in ECS *or* in your PC) that may have triggered this
problem ?:

Name/model of the device related to problem:

Software version:

Operating system:

Other pertinent details:

Please remember to attach ERR.LOG, MAIN.LOG, MAIN.CFG,
and \WINDOWS\java\javalog.txt (if reporting a JAVA related problem).

Email to Support@OmnipotenceSoftware.com.


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