Differences
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| 2013-07-29 | 2013-08-11 | ||
| added explicit protocol to session url (martin) | suggest recording a video, ask for the logs to be attached to the post, removing information that can be seen in the log (martin) | ||
| Line 8: | Line 8: | ||
| * 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.)). | * 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.)). | ||
| * Version of Microsoft Windows you are running WinSCP on. | * Version of Microsoft Windows you are running WinSCP on. | ||
| - | * 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 [[protocols|protocol]] (SFTP, FTP or SCP). |
| * Mention if you use GUI or [[scripting|scripting/automation]]. If you use GUI, specify [[interfaces|interface style]] you are using (Commander or Explorer). | * Mention if you use GUI or [[scripting|scripting/automation]]. If you use GUI, specify [[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. 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. 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. \\ Particularly, if the problem relates to user interface, consider recording a video. E.g. using [[http://screenr.com/|screenr.com]] or similar service. |
| - | * Software of the server you are connecting too (if you can get this information). | + | * 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 may email it to me. Though still you need to first post on the support forum, just mention that you are going to email the log. Otherwise your email will be ignored. Please include link back to your post in your email. You will find my address (if you log in) in my [[this>../../forum/profile.php?mode=viewprofile&u=2|forum profile]]. |
| * For [[scripting|scripting/automation]]-related issues, include your full script, command-line you use to run WinSCP, and output you see on WinSCP console. | * For [[scripting|scripting/automation]]-related issues, include your full script, command-line you use to run WinSCP, and output you see on WinSCP console. | ||
| - | * 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. \\ For posting extensive logs you may use [[http://pastebin.com/|pastebin]] or similar website. \\ 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 may email it to me. Though still you need to first post on the support forum, just mention that you are going to email the log. Otherwise your email will be ignored. Please include link back to your post in your email. You will find my address (if you log in) in my [[this>../../forum/profile.php?mode=viewprofile&u=2|forum profile]]. | ||
| [[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. | [[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. | ||