Report a bug
Help › Report a bug… files a report to support without leaving the scene. You get a ticket reference back and hear the rest by email.
The form
All three text fields are required, and the dialog says which ones are still missing rather than only greying out the button:
- Summary
- One line: what went wrong
- What happened?
- The steps you took and what you saw
- What did you expect?
- What should have happened instead
Impact asks how badly it hurts, in your terms rather than a triage priority:
- Something is wrong
- The default: it is broken, and you are not blocked
- Blocks a show
- A rig will not work for a show
- Blocks my work
- You cannot get on with drawing or patching
- Annoying but workable
- There is a way round it
- Cosmetic
- It looks wrong and does nothing wrong
Blocks a show is not a louder Blocks my work. A rig that will not light tonight and a designer who cannot get on with drawing one are different days, and only you know which one you are having.
Two questions, both yours to answer
They are different asks, so they are asked separately.
Technical details. The build you are running, the browser, the renderer and viewport, which screen you were on, whether a Bridge was connected, and how current the GDTF Share catalogue is. They are listed line by line beside the form, because together they can identify your device. The report is sent either way.
Switched off, the list stays readable. Its heading changes from Being sent with your report to Not being sent, so you see exactly what you are declining.
copy all and save as file hand you the same text either way, for pasting into an email if you declined and then need help anyway.
Files connected to the problem. Permission for support to open an imported MVR or GDTF while looking into the problem. It is off unless you turn it on. The files are never attached and never leave FlexViz; the report only says which ones exist. If you would rather not, that is a normal answer: support asks first if the problem cannot be worked out without them.
This answer records a decision; it is not a lock. Support staff can reach your files in the course of their job either way. What it does is put your answer in the ticket, plainly, so nobody opens anything you did not agree to.
What is never collected
Nothing about the scene's contents: no fixtures, names, venue or files. The scene's internal id travels so support can find it, and that names nobody.
If sending fails
The dialog says so plainly and gives the support address, and nothing you typed is lost. A report is never shown as sent unless it was.
Before you report
The build in the bottom-right corner of the status bar is what support asks for first, and it is what the report's FlexViz line carries. A released build reads as a version, such as flexViz v1.0.0-beta2. Anything else reads as a name and a commit, so a test deployment cannot be mistaken for a release.