Note: This is a Winflector specific guide, but keeping to the spirit of this guide helps with writing any support queries, bug reports, etc. Every user following it makes the world a better place.
Almost all software, including Winflector, is a work in progress. Some application might not work for you, you might have network issues, and so on. This can happen. First of all, check out our troubleshooting guide, and the FAQ on the Winflector official website.
If this doesn’t help, you can always contact the Winflector support. This post details what a good support query for Winflector should look like. This guide has official OTC approval and following it will vastly speed up the processing of your requests.
Information that should be included
- Winflector version
- Operating system version on the server
- Operating system version on the client, which client (Windows/Linux/Android/Web) is being used
- The name and version of the application that causes issues (if applicable)
- The contents of the server log directory (default: C:\Winflector\server\applogs)
- The contents of the client log directory (default: C:\winflector\client\logs)
- A precise description of the problem (including the expected and actual behavior)
- The reproduction instructions
- Any relevant hardware information (printers and other devices)
If further information is needed, the support team will ask you for it.
If your problem is reproducible and you can include competent reproduction instructions, it will be fixed in some way. Reproduction instructions should (under the perfect conditions) include a step-by-step guide which allows someone who doesn’t have the app installed configure it and use it so that the problem appears.
Obviously the problem won’t always reproduce easily, in this case do your best, write down your observations or suggestions and send it anyway, though fixing your problem may take more time.
A good example
I’m having a problem with Winflector 220.127.116.11, with the server running on Windows 2008 R2 Standard SP1. The client is using Windows 8.1. The application causing the problem is Report Ninja 3.0. (versions, environment)
In order to reproduce the problem:
- Install Report Ninja 3.0
- Go to the Preferences menu and select the “use pink report backgrounds” option
- Click “Create report”
When I’m using the app through Winflector, the background of the report remains grey, and when I’m using it without Winflector on the server, it is pink as it should be. (precise problem description)
The process described above is mostly for reporting issues, but an almost identical format is perfect for reporting feature requests. Instead it does X and the proper behavior is Y, say I want it do do X which it can’t do yet. The non-technical inquires don’t need as much data.
That’s it. Following this guide saves your time, the support team’s time, and gets you your fixes and features fast.