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| reporting 2014-09-10 | reporting 2024-05-24 (current) | ||
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| ====== Reporting Bug or Asking for Support ====== | ====== Reporting Bug or Asking for Support ====== | ||
| - | |||
| ===== Help Yourself ===== | ===== Help Yourself ===== | ||
| First, try to [[troubleshooting|troubleshoot your issue yourself]]. | First, try to [[troubleshooting|troubleshoot your issue yourself]]. | ||
| - | Unable to see few files(oned by bea user) on remote direcotry. | + | ===== [[howto]] How to Effectively Report Bug or Ask for Support ===== |
| - | Using WINSCP 5.4.4 | + | 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. |
| - | Using Commander | + | * Version of WinSCP you are using (you should be using the latest version if possible). |
| - | + | * 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.)) | |
| - | Please help, what hsould I do to see thsoe files which I was able to see last week. | + | * Version of Microsoft Windows you are running WinSCP on. |
| - | + | * Transfer [[protocols|protocol]] (SFTP, FTP, SCP, WebDAV or S3). | |
| - | + | ··* 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]]. | |
| - | Unable to view some files(owned by bea user) on remote Directory | + | ··* 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. | |
| - | I am using WINSCP 5.4.4 and commander tool. | + | ··* For [[scripting|scripting/automation]]-related issues, include your full script, command-line you use to run WinSCP, and output you see on WinSCP console. |
| - | + | ||
| - | I am unable to see the files on remote directory which I was able to see last week. My colleagues are able to see on their machine but I am not. | + | |
| - | Anythnig that I have to change so that I cna see those files owned by bea user? | + | |
| + | [[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 ===== | ===== Example of Bug Report ===== | ||
| > Subject: **Open session in new window** | > Subject: **Open session in new window** | ||
| > | > | ||
| - | > While session is opened and the main window is shown, hold //Shift// and click on a saved session (in //Session > Saved Sessions// menu) in subfolder in order to open the 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. | > It does not work. | ||
| - | > Instead error message pops up saying: "Host does not exist". | + | > Instead, an error message pops up saying: //"Host does not exist"//. |
| > | > | ||
| - | > Using WinSCP 4.1.4 with "Commander" interface on Windows XP SP3. | + | > Using WinSCP 5.15 with "Commander" interface on Windows 10 1809. |
| - | >· | + | > |
| - | > It happens for any stored session in subfolder, regardless of protocol or server. So I'm not posting session log file as it seems irrelevant. | + | > 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. |
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| > 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. | > 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:\\ | + | > Here is the command line:<code> |
| - | > ''winscp.exe /console /script=test.txt /log=log.txt'' | + | winscp.exe /console /script=test.txt /log=log.txt |
| + | </code> | ||
| > | > | ||
| - | > Here is the script:\\ | + | > Here is the script:<code> |
| - | > ''option batch abort''\\ | + | open sftp://user:pass@site/ -timeout=60 |
| - | > ''option confirm off''\\ | + | option transfer binary |
| - | > ''open sftp://user:pass@site/ -timeout=60''\\ | + | get *05152008* |
| - | > ''option transfer binary''\\ | + | close |
| - | > ''get *05152008*''\\ | + | exit</code> |
| - | > ''close''\\ | + | |
| - | > ''exit'' | + | |
| > | > | ||
| - | > After running the script I get following in console:\\ | + | > After running the script I get following in console:<code> |
| - | > ''batch abort''\\ | + | batch abort |
| - | > ''confirm off''\\ | + | confirm off |
| - | > ''Too many parameters for command 'open'.'' | + | Too many parameters for command 'open'.</code> |
| > | > | ||
| - | > Using WinSCP 4.0.7 on Windows 2000. | + | > Using WinSCP 4.0.7 on Windows 7. |
| + | > | ||
| + | > A session log file is attached. | ||