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| 2014-09-10 | 2014-09-10 | ||
| no summary (151.151.16.9) (hidden) | Restored revision 1409562935. Undoing revisions 1410382159, 1410382512. (martin) (hidden) | ||
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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 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). | |
| - | + | * 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 [[http://windows.microsoft.com/is-is/windows7/how-do-i-use-problem-steps-recorder|Steps Recorder]] in Windows 7 and 8((To start Problem Steps Recorder in Windows 7, go to //Start// menu and type ''psr'' into a search field. To start Steps Recorder in Windows 8, go to Start screen or Search charm and type ''psr''.)) &win7 &win8 or [[http://screenr.com/|screenr.com]] 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 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]]. | |
| - | 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 ===== | ||