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| - | ====== How to Report Bug or Ask for Support ====== | + | ====== Reporting Bug or Asking for Support ====== |
| - | Before [[this>../../forum/posting.php?mode=newtopic&f=2|posting your support request]]: | + | ===== Help Yourself ===== |
| - | * PLEASE, try to find solution in [[faq|F.A.Q]] or in [[start|documentation]]. Use //Search// box on the right, | + | First, try to [[troubleshooting|troubleshoot your issue yourself]]. |
| - | ··* If you are getting an error message, check list of [[messages|common error messages]]. | + | |
| - | * Try to find a solution in support forum. Again, use //Search// box on the right, this time check //Whole site//. | + | |
| - | * If you are posting error report, first try to reproduce the problem with [[this>../download.php|the latest release]]. You may also see [[history|the version history]] to check whether it has been fixed already. | + | |
| - | * If you wonder why some feature of WinSCP is not not available (is disabled/grayed), check documentation of respective dialog box (use //Help// button). | + | |
| - | * If the server refuses to accept your connection or drops the connection suddenly, you should better check the server (e.g. its log file) first to find out the reason. Contact the server administrator if you cannot check the server yourself. | + | |
| - | When posting your request for support or reporting bug, please include as much of the following information as you know: | + | ===== [[howto]] How to Effectively Report Bug or Ask for Support ===== |
| + | When [[this>../../forum/posting.php?mode=newtopic&f=2|posting your request for support or reporting a bug]], please include as much of the following information as you know. If you do not know some of these information or if you suppose that some are irrelevant for the issue, please mention that as well. | ||
| * Version of WinSCP you are using (you should be using the latest version if possible). | * Version of WinSCP you are using (you should be using the latest version if possible). | ||
| - | * Transfer protocol (SFTP, FTP or SCP). For SFTP include also the protocol version (if you ever succeeded to login). You can see it in [[ui_fsinfo|Server/protocol information dialog]] as %%"SFTP-X"%%. | + | * If the problem started to occur after upgrade, mention the last version of WinSCP which was working for you.((Even better would be if you can try to install all intermediate versions (if any) to find exact version of WinSCP that introduced the problem.)) |
| - | * [[interfaces|Interface style]] you are using (Commander or Explorer). | + | * Version of Microsoft Windows you are running WinSCP on. |
| - | * If you experience an error, include full error message. You may use ''Ctrl+C'' to copy the message, then paste it (''Ctrl+V'') to the post. If the error message includes an additional information (there is //More// button), include them too. They are usually very important. Also check list of [[messages|common error messages]]. | + | * Transfer [[protocols|protocol]] (SFTP, FTP, SCP, WebDAV or S3). |
| - | * Try to describe precise steps that lead to the problem (where do you click, what keys do you press, what do you see, etc.). If you are not able to reproduce the problem with the steps, it is probably not worth to report it as I will not be able to reproduce it (and solve) too. | + | ··* Mention if you use GUI or [[scripting|scripting/automation]]. If you use %%GUI%%, specify [[interfaces|interface style]] you are using (Commander or Explorer). |
| - | * If your problems relates to interaction with remote server, please post a full log file showing the problem. To generate log file, enable [[logging]], log in to your server and do the operation and only the operation that causes the error. For posting extensive logs you may use [[http://pastebin.com/|pastebin]] or similar application. Note that passwords and passphrases not stored in the log. You may want to remove other data you consider sensitive though, such as host names, IP addresses, account names or file names (unless they are relevant to the problem). If you do not want to post the log publicly, you may email it to me. You will find my address (if you log in) in my [[http://winscp.net/forum/profile.php?mode=viewprofile&u=2|forum profile]]. Please include link back to this topic in your email. Also note in this topic that you have emailed the log. | + | * If you experience an error, include full error message. You may use ''Ctrl+C'' to copy the message, then paste it (''Ctrl+V'') to the post. Also check list of [[messages|common error messages]]. |
| + | * Try to describe precise steps that lead to the problem (where do you click, what keys do you press, what do you see, etc.). If you are not able to reproduce the problem with the steps, it is probably not worth to report it as I will not be able to reproduce it (and solve) too. \\ Particularly, if the problem relates to user interface, consider ==recording== your steps or even full video. E.g. using //[[https://support.microsoft.com/en-us/windows/record-a-game-clip-on-your-pc-with-game-bar-2f477001-54d4-1276-9144-b0416a307f3c|Start recording]]// function of Game bar in Windows 11 and Windows 10((To open Game bar, press ''Win+G''.)) &win10 &win11 or [[https://learn.microsoft.com/en-us/archive/blogs/patricka/using-the-secret-windows-7-problem-steps-recorder-to-create-step-by-step-screenshot-documents|Steps Recorder]] in Windows 7 or newer((To start Problem Steps Recorder, type ''psr'' into a Windows search box or //Start// menu.)) &win7 &win8 &win10 or similar service. | ||
| + | * If your problems relates to interaction with remote server, please post a full log file showing the problem. \\ To generate log file, enable [[logging|session logging]], log in to your server and do the operation and only the operation that causes the error. \\ Always attach your log to the post as a file, never paste the log into post text. When posting extensive logs please compress them before attaching. \\ Note that passwords and passphrases are not stored in the log. You may want to remove other data you consider sensitive though, such as host names, IP addresses, account names or file names (unless they are relevant to the problem). \\ If you do not want to post the log publicly, you can mark the attachment as private. | ||
| + | * For [[scripting|scripting/automation]]-related issues, include your full script, command-line you use to run WinSCP, and output you see on WinSCP console. | ||
| - | Register on the forum before you post. I may be able to deal with your issue only after some time, so I would appreciate if I have a contact to you. | + | [[this>../../forum/profile.php?mode=register|Register on the forum]] before you post. I may be able to deal with your issue only after some time, so I would appreciate if I have a contact to you. |
| + | |||
| + | ===== Example of Bug Report ===== | ||
| + | > Subject: **Open session in new window** | ||
| + | > | ||
| + | > While a session is opened and the main window is shown, hold down the ''Shift'' key and click on a stored site (in //Session > Sites// menu) in a subfolder in order to open the session in a new window. | ||
| + | > It does not work. | ||
| + | > Instead, an error message pops up saying: //"Host does not exist"//. | ||
| + | > | ||
| + | > Using WinSCP 5.15 with "Commander" interface on Windows 10 1809. | ||
| + | > | ||
| + | > It happens for any stored site in a subfolder, regardless of a protocol or a server. So I'm not posting a session log file, as it seems irrelevant. | ||
| + | |||
| + | |||
| + | ===== Example of Support Request for Scripting ===== | ||
| + | > Subject: **Trouble setting server timeout via command line** | ||
| + | > | ||
| + | > I have a client with a slow FTP server, it takes 25 seconds or so to connect. Whenever I attempt to add the ''-timeout=xxx'' switch to the end of my ''open'' command, WinSCP just bails out. No session log file is even created. If I remove the ''-timeout'' switch, it connects. | ||
| + | > | ||
| + | > Here is the command line:<code> | ||
| + | winscp.exe /console /script=test.txt /log=log.txt | ||
| + | </code> | ||
| + | > | ||
| + | > Here is the script:<code> | ||
| + | open sftp://user:pass@site/ -timeout=60 | ||
| + | option transfer binary | ||
| + | get *05152008* | ||
| + | close | ||
| + | exit</code> | ||
| + | > | ||
| + | > After running the script I get following in console:<code> | ||
| + | batch abort | ||
| + | confirm off | ||
| + | Too many parameters for command 'open'.</code> | ||
| + | > | ||
| + | > Using WinSCP 4.0.7 on Windows 7. | ||
| + | > | ||
| + | > A session log file is attached. | ||
| - | Thanks. | ||