How to ask for support

Announcements about Universal Media Server
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SubJunk
Lead Developer
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Joined: Sun May 27, 2012 4:12 pm

How to ask for support

Postby SubJunk » Thu Jan 24, 2013 10:39 pm

Often in order to help diagnose and fix your issue we need your "debug information". We have made it very easy to save and attach it to the forum:

  • Start UMS
  • Go to the Logs tab
  • Press the "Create TRACE logs" button which restarts UMS in the TRACE mode. If that doesn't work for some reason, either select "Trace" from the "Log Level" dropdown at the bottom or set "log_level = TRACE" in the configuration file and restart UMS manually.
  • Reproduce the bug
  • Click "Pack debug files" on the lower left
  • Click "Zip selected files"
  • Save the zip file to a location you will remember
  • Attach the zip file to your support thread (or start a new one) using the "Upload attachment" tab below the main text input box
  • If you are unable to add an attachment to our forum, you can use an upload site like Uploaded

If it is a new bug that wasn't there in a previous version, we will often request debug info from the last version that did not have the bug, too.
So if that is the case, please repeat the above steps for the last version without the bug.

Thanks for your efforts in helping us make UMS better!

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SharkHunter
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Joined: Fri Jun 01, 2012 9:36 pm

Re: How to ask for support

Postby SharkHunter » Tue Mar 19, 2013 8:20 pm

Reproduce the bug

This step is VERY important and it must be done AFTER you've restarted UMS.
Restarting UMS and then just creating the debug zip package is useless as the resulting log will just contain startup code.
We reject: kings, presidents and voting.
We believe in: rough consensus and running code.

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DeFlanko
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Location: San Pedro, CA
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Re: How to ask for support

Postby DeFlanko » Tue Oct 01, 2013 3:21 pm

If your Issue is for an older version of UMS, please keep track of your thread and update your issues when a new version comes out -- a newer version may resolve your issue.

If your issue becomes a problem (a Problem is when an issue is repeatable and happens on more than one version).
Then please submit a New GitHub Issue Ticket so that the Development team can be notified. They work Problems.

Screenshots and Camera shots are also VERY helpful.
Last edited by DeFlanko on Mon Oct 21, 2013 4:16 pm, edited 2 times in total.

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SubJunk
Lead Developer
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Joined: Sun May 27, 2012 4:12 pm

Re: How to ask for support

Postby SubJunk » Wed Oct 23, 2013 9:52 am

The right side of this thread is so colorful now ;)

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valib
Developer
Posts: 435
Joined: Fri Feb 08, 2013 3:11 am

Re: How to ask for support

Postby valib » Thu Jan 23, 2014 12:22 pm

SubJunk I think that this topic should be in the root of Board Index on the first position because we are all the time asking users to follow intructions How to ask for support. Can you change it?


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