Differences
This shows you the differences between the selected revisions of the page.
| 2009-03-01 | 2009-03-04 | ||
| logging (martin) | yet more details, particularly about logging (martin) | ||
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| ====== How to Report Bug or Ask for Support ====== | ====== How to Report Bug or Ask for Support ====== | ||
| Before [[this>../../forum/posting.php?mode=newtopic&f=2|posting your support request]]: | Before [[this>../../forum/posting.php?mode=newtopic&f=2|posting your support request]]: | ||
| - | * PLEASE, try to find a solution in support forum. Use [[this>../../forum/search.php|search function]]. | + | * PLEASE, try to find solution in [[faq|F.A.Q]] or in [[start|documentation]]. Use //Search// box on the right, |
| - | * Try to find solution in [[faq|F.A.Q]] or in [[start|documentation]]. | + | |
| * If you are getting an error message, check list of [[messages|common error messages]]. | * 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 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 working for you or is disabled (grayed), you may be using inappropriate transfer protocol. Please read chapter [[protocols|Supported transfer protocols]]. | + | * 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 first to find out the reason. Contact the server administrator if you cannot check the server yourself. | + | * 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: | When posting your request for support or reporting bug, please include as much of the following information as you know: | ||
| - | * Version of WinSCP you are using. | + | * 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"%%. | * 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"%%. | ||
| * [[interfaces|Interface style]] you are using (Commander or Explorer). | * [[interfaces|Interface style]] you are using (Commander or Explorer). | ||
| * 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]]. | * 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]]. | ||
| * 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. | * 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. | ||
| - | * If possible you may also include log file with error reports. Turn on [[logging|logging]] to file. Then login and do the operation and only the operation that causes the error. Then include the content of the log file in the post (if it is not too long). You may also mail me the log file, however please still post the support request to the support forum, only with notice that you have mailed the log. Note that the passwords ARE NOT stored to log file. | + | * 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. |
| 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. | 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. | ||
| Thanks. | Thanks. | ||