Bug Reporting - Revision history

Cduffney: /* Common Questions */

2026-02-25T18:07:09Z

‎Common Questions

Cduffney at 17:23, 25 February 2026

2026-02-25T17:23:37Z

Cduffney at 17:19, 25 February 2026

2026-02-25T17:19:44Z

Cduffney at 17:15, 25 February 2026

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Cduffney at 17:12, 25 February 2026

2026-02-25T17:12:33Z

Cduffney: Created page with "= How to Report a Bug = Thank you for helping us improve Protocase Designer! When you encounter a problem or unexpected behavior, submitting a bug report helps our developmen..."

2026-02-25T17:10:55Z

Created page with "= How to Report a Bug = Thank you for helping us improve Protocase Designer! When you encounter a problem or unexpected behavior, submitting a bug report helps our developmen..."

New page

= How to Report a Bug =

Thank you for helping us improve Protocase Designer! When you encounter a problem or unexpected behavior, submitting a bug report helps our development team quickly identify and fix issues.

== Accessing the Bug Report Dialog ==

To report a bug:

# Open Protocase Designer
# Go to the '''Help''' menu
# Select '''Report a Bug'''

The Bug Report dialog will open, ready for you to provide information about the issue.

== Filling Out the Bug Report ==

=== Required Information ===

The following fields are required to submit a bug report:

; First Name
: Your first name (automatically filled if you're logged into MyAccount)

; Last Name
: Your last name (automatically filled if you're logged into MyAccount)

; Email
: Your email address so we can follow up with you about the issue

; Describe the issue and steps to reproduce
: A detailed description of the problem and how to recreate it

=== Optional Information ===

; Company
: Your company name (helpful for enterprise support)

; Screenshots
: Visual evidence of the problem (highly recommended!)

== Writing a Good Bug Description ==

A well-written bug description helps us fix the issue faster. Include:

=== What happened ===
Describe what you observed when the bug occurred.

<code>Example: "When I tried to add a cutout to my panel, the application froze and became unresponsive."</code>

=== What you expected ===
Explain what you thought should happen instead.

<code>Example: "I expected the cutout to be added to the panel and the 3D view to update."</code>

=== Steps to reproduce ===
List the exact steps someone else could follow to see the same problem.

<code>
Example:

1. Create a new 16-gauge aluminum panel (12" x 8")

2. Draw a rectangular cutout 2" x 1" at position (3", 4")

3. Click the "Save" button

4. Application freezes

</code>

== Adding Screenshots ==

Screenshots are incredibly helpful for diagnosing visual issues. You can add screenshots in two ways:

=== Method 1: Drag and Drop ===

# Take screenshots of the issue (use Windows Snipping Tool, Print Screen, or any screenshot tool)
# Save the screenshot files to your computer
# In the Bug Report dialog, locate the '''Screenshots (Optional)''' section
# '''Drag and drop''' your image files directly into the gray area that says "Drag and drop images here or use the button above"
# You'll see a blue dashed border appear when dragging - release to add the files

=== Method 2: Browse for Files ===

# Click the '''Add Screenshot''' button
# Browse to your screenshot files
# Select one or more image files (you can select multiple files at once)
# Click '''Open'''

=== Supported Image Formats ===

* PNG (.png) - Recommended for screenshots
* JPEG (.jpg, .jpeg)
* GIF (.gif)
* BMP (.bmp)

=== Managing Screenshots ===

* You can add multiple screenshots to show different aspects of the problem
* Each screenshot appears in a card showing the filename and file size
* To remove a screenshot, click the '''✕''' button next to it
* If you add many screenshots, the list will scroll automatically

== What Gets Sent Automatically ==

To help us diagnose the issue, the following information is automatically included with your bug report:

* '''Your current design file''' (if you have one open)
* '''Debug log file''' - Technical information about what the application was doing
* '''Operating system''' - Which version of Windows, macOS, or Linux you're using
* '''Protocase Designer version''' - Which version of the software you're running
* '''Build date and commit hash''' - Specific build information for our developers

{{Note|Your design file is only included if you have a file open. This helps us recreate issues that are specific to certain designs.}}

== Tips for Effective Bug Reports ==

{| class="wikitable"
! Tip
! Why It Helps
|-
| '''Be specific'''
| "The cutout tool doesn't work" is harder to fix than "When I add a rectangular cutout to a 16-gauge panel, the 3D view doesn't update"
|-
| '''Include screenshots'''
| A picture is worth a thousand words - we can see exactly what you're seeing
|-
| '''List exact steps'''
| If we can reproduce the problem, we can fix it much faster
|-
| '''Describe your environment'''
| Some issues only occur on specific operating systems or configurations
|-
| '''One bug per report'''
| If you have multiple issues, submit separate reports so we can track them individually
|}

== Privacy and Data ==

=== What we collect ===

* Your contact information (name and email)
* Your bug description
* Screenshots you choose to attach
* Your current design file (only the .pda file you're working on)
* Debug logs (technical application data)
* System information (OS, software version)

=== How we use it ===

* To investigate and fix the reported issue
* To contact you for clarification or to let you know when it's fixed
* To improve Protocase Designer for all users

=== Your privacy ===

* We only use your information for bug investigation and support
* We do not share your design files with third parties
* Your email is only used for communication about the bug you reported

== After Submitting ==

=== What happens next ===

# You'll see a confirmation message when your report is successfully sent
# Our development team receives your bug report
# We investigate the issue using the information and files you provided
# We may contact you via email if we need more information
# You'll receive an email when the issue is resolved (in most cases)

=== If submission fails ===

If you see an error message:

* Check your internet connection
* Make sure you're not behind a restrictive firewall
* Try again in a few minutes
* If the problem persists, contact support directly at [mailto:support@protocase.com support@protocase.com]

== Common Questions ==

; How long does it take to fix a bug?
: It depends on the severity and complexity. Critical bugs that prevent work are prioritized. You'll typically hear back within 1-2 business days.

; Can I attach my design file separately?
: No need! If you have a design file open when reporting the bug, it's automatically included.

; What if I can't reproduce the bug consistently?
: Report it anyway! Include as much detail as possible about when it happens. Intermittent bugs are still important.

; Can I report feature requests?
: The bug report tool is specifically for problems and issues. For feature requests, use the '''Ask a Question''' feature in the Help menu or contact your sales representative.

; I made a mistake in my bug report. Can I edit it?
: Once submitted, you cannot edit the report. If you need to add information, you can submit a new report referencing the original issue, or reply to any email correspondence from our team.

== Examples of Good Bug Reports ==

=== Example 1: Clear and Detailed ===

<pre>
First Name: John
Last Name: Smith
Email: john.smith@example.com
Company: Example Manufacturing

Description:
When I try to export my design as a STEP file, I get an error message
"Export failed: Invalid geometry". This happens every time I try to
export this specific design.

Steps to reproduce:
1. Open the attached design file (panel-with-cutouts.pda)
2. Go to File > Export > STEP
3. Choose a save location
4. Click Export
5. Error message appears

Expected: STEP file should be created
Actual: Error message appears and no file is created

Screenshots: (3 screenshots showing the design, export dialog, and error message)
</pre>

=== Example 2: Simple but Effective ===

<pre>
First Name: Sarah
Last Name: Johnson
Email: sjohnson@company.com

Description:
The application crashes when I click the "Mirror Horizontal" button
with multiple shapes selected.

Steps to reproduce:
1. Select 2 or more shapes in the 2D view
2. Click Edit > Mirror Horizontal
3. Application crashes immediately

This happens every time I try it.

Screenshots: (1 screenshot showing the shapes before clicking mirror)
</pre>

== Need More Help? ==

If you have questions about reporting bugs or need assistance:

* Email: [mailto:support@protocase.com support@protocase.com]
* Phone: 1-866-849-3911
* Online chat: Available through the Protocase website

Thank you for helping us improve Protocase Designer!

== See Also ==

* [[Protocase_Designer_Help|Protocase Designer Help]]
* [[Contact_Support|Contact Support]]
* [[Feature_Requests|How to Request New Features]]

[[Category:User Guides]]
[[Category:Support]]
[[Category:Protocase Designer]]

@@ Line 1: / Line 1: @@
 This guide explains how to use Protocase Designer's built-in bug reporting feature to quickly and effectively report issues to our development team. You'll learn how to fill out the bug report form, attach screenshots using drag-and-drop or file browsing, and write descriptions that help us fix problems faster. The tool automatically includes your design file and diagnostic information to help our developers reproduce and resolve issues.
-{{Tip|Found a bug? Use the '''Help > Report a Bug''' menu in Protocase Designer to send us a detailed report with all the information we need to fix it!}}
+<div style="background-color: #e7f3ff; border-left: 4px solid #0070a5; padding: 10px; margin: 10px 0;">
 = How to Report a Bug =
@@ Line 115: / Line 117: @@
 * '''Build date and commit hash''' - Specific build information for our developers
-{{Note|Your design file is only included if you have a file open. This helps us recreate issues that are specific to certain designs.}}
+<div style="background-color: #fffbea; border-left: 4px solid #f5a623; padding: 10px; margin: 10px 0;">
 == Tips for Effective Bug Reports ==

← Older revision		Revision as of 17:12, 25 February 2026
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		+	Thank you for helping us improve Protocase Designer! When you encounter a problem or unexpected behavior, submitting a bug report helps our development team quickly identify and fix issues.
		+
	= How to Report a Bug =		= How to Report a Bug =
−
−	~~Thank you for helping us improve Protocase Designer! When you encounter a problem or unexpected behavior, submitting a bug report helps our development team quickly identify and fix issues.~~

	== Accessing the Bug Report Dialog ==		== Accessing the Bug Report Dialog ==

@@ Line 201: / Line 201: @@
 ; I made a mistake in my bug report. Can I edit it?
 : Once submitted, you cannot edit the report. If you need to add information, you can submit a new report referencing the original issue, or reply to any email correspondence from our team.
 == Examples of Good Bug Reports ==

@@ Line 251: / Line 251: @@
 If you have questions about reporting bugs or need assistance:
-* Email: [mailto:support@protocase.com support@protocase.com]
+* Email: [mailto:designersupport@protocase.com designersupport@protocase.com]
 * Phone: 1-866-849-3911
 * Online chat: Available through the Protocase website
 Thank you for helping us improve Protocase Designer!