Differences

This shows you the differences between two versions of the page.

--- manual:faq:issue_reporting [2015/05/18 22:20] – mstupka
+++ manual:faq:issue_reporting [2026/07/17 14:24] (current) – mstupka
@@ Line 1: / Line 1: @@
-====== Locus Map Crash ======
+====== Crash Reporting ======
-When the application unexpectedly stops or closes down and a crash pop-up window is displayed...:
+----
-{{ :manual:faq:issue_reporting_force_close.png |}}
+When the application unexpectedly stops or closes down and a crash pop-up window is displayed, or one of Locus Map's features does not work properly or does not work at all,...
-**What to do?**
+===== Please do the following: =====
-  - Try to **repeat the error action** at least once more.
+  - **repeat the action leading to the error** at least once more.
-  - **Describe precisely the steps that lead to the crash** and write them down step by step. Please describe the procedure in tiniest detail so that we can repeat the steps you have taken - **simulate your problem**.
+  - long-press Locus Map's main menu button to open a hidden tool menu > tap **Report bug** (or "Upload to support" in some app versions):\\ {{ :manual:faq:crash03.jpg?nolink |}}
-  - Try to create an **error message/log** – see **[[manual:faq:how_to_create_debug_log|Creating Logs >>]]** (a log is essential for error correction)
+  - a set of logs and a memory dump are generated:\\ {{ :manual:faq:crash04.jpg?nolink |}}
-  - Contact us at [[mailto:support.locus@asamm.com|support.locus@asamm.com]] and **send all to us** - thorough description of the problem, error log, all files or maps involved in the issue
+  - add a description of actions leading to the error and tap **SEND**.
+  - a confirmation dialog appears:\\ {{ :manual:faq:crash05.jpg?nolink |}}\\ Tap **Notify support** to create a new private ticket on the **[[https://help.locusmap.eu|Helpdesk]]** containing the reference ID and other info
+  - patiently await the support response - this usually doesn't take longer than 24 hours (except weekends)
-====== A part of Locus apparently does not work ======
+===== What if the app can't even start? =====
+Sometimes, none of the methods mentioned above help identify the problem (e.g., when the app cannot be started at all), and you are asked by the helpdesk to create a **system bug report**.
-One of Locus features does not work properly, or does not work at all.
+  - please reproduce all actions leading to the app crash again
+  - **[[how_to_create_debug_log|follow these instructions >>]]**
-**What to do?**
-  - Try to **repeat the error action** at least once more.
-  - **Describe precisely the steps that lead to the issue** and write them down step by step. Please describe the procedure in tiniest detail so that we can repeat the steps you have taken - **simulate your problem**.
-  - Try to create an **error message/log** – see **[[manual:faq:how_to_create_debug_log|Creating Logs >>]]** (a log is essential for error correction)
-  - Contact us at [[mailto:support.locus@asamm.com|support.locus@asamm.com]] and **send all to us** - thorough description of the problem, error log (if possible), all files or maps involved in the issue
-====== Something doesn't work as it should but maybe I just need more information  ======
-In this case please follow **[[manual:faq:question#i_ve_got_a_problem_whom_to_ask_for_advice|these instructions >>]]**

knowledge base

User Tools

Site Tools

Differences