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--- manual:faq:issue_reporting [2025/11/20 11:16] – mstupka
+++ manual:faq:issue_reporting [2026/07/17 14:24] (current) – mstupka
@@ Line 2: / Line 2: @@
 ----
-===== Locus Map crash or malfunction =====
 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,...
-==== Please do the following: ====
+===== Please do the following: =====
-  - try to **repeat the action leading to the error** at least once more.
+  - **repeat the action leading to the error** at least once more.
-  - open a new **[[https://help.locusmap.eu/ticket/add|helpdesk ticket]]** or contact us at [[mailto:locus.map@asamm.com|locus.map@asamm.com]]
+  - 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 |}}
-  - **describe the steps that led to the crash in precise detail** so that we can **replicate the steps you took to reproduce the problem**
+  - a set of logs and a memory dump are generated:\\ {{ :manual:faq:crash04.jpg?nolink |}}
-  - long-press the main menu button to open a hidden tool menu > tap **Report bug**:\\ {{ :manual:faq:crash03.jpg?nolink |}}
+  - add a description of actions leading to the error and tap **SEND**.
-  - a TXT file is generated. Attach it to the helpdesk ticket.
+  - 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
-  - if you use an older version of Locus Map (4.30 and older), **copy your user ID** (menu > helpdesk/about > app info):\\ {{ :manual:faq:crash01.jpg?nolink |}}\\ If it is even impossible to launch the app, please open its working directory (it's usually in Android/data/menion.android.locus/file/locus/ directory), find an **info** file, which also contains the user ID:\\ {{ :manual:faq:crash02.jpg?nolink |}}\\ Attach the user ID to the ticket.
+  - patiently await the support response - this usually doesn't take longer than 24 hours (except weekends)
+===== 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**.
+  - please reproduce all actions leading to the app crash again
+  - **[[how_to_create_debug_log|follow these instructions >>]]**
-===== 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 >>]]**

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