Differences
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| reporting 2019-05-28 | reporting 2024-05-24 (current) | ||
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| * 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. \\ Particularly, if the problem relates to user interface, consider recording your steps or even full video. E.g. using [[https://blogs.msdn.microsoft.com/patricka/2010/01/04/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 //[[https://support.microsoft.com/en-us/help/4027180/windows-10-record-a-game-clip-with-game-bar|Start recording]]// function of Game bar in Windows 10((To open Game bar, press ''Win+G'' and check //Yes, this is a game//. To undo, click //Settings// in Game bar and uncheck //Remember this as a game//.)) &win10 or [[http://recordit.co/|Recordit]] or similar service. | + | * 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. | * 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. | * For [[scripting|scripting/automation]]-related issues, include your full script, command-line you use to run WinSCP, and output you see on WinSCP console. | ||
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| > Subject: **Open session in new window** | > 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. | + | > 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, an error message pops up saying: //"Host does not exist"//. | > Instead, an error message pops up saying: //"Host does not exist"//. | ||
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| > 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. | > 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 ===== | ===== Example of Support Request for Scripting ===== | ||
| > Subject: **Trouble setting server timeout via command line** | > Subject: **Trouble setting server timeout via command line** | ||