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--- manual:faq:issue_reporting [2015/04/29 16:40] – created mstupka
+++ manual:faq:issue_reporting [2025/12/03 16:03] (current) – [System bug report] mstupka
@@ Line 1: / Line 1: @@
-====== Locus Map Crash ======
+====== Crash Reporting ======
-When the application unexpectedly stops or closes down 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 once more.
+  - **repeat the action leading to the error** at least once more.
-  - Describe the steps that lead to the crash. Please describe the procedure in detail so that we can repeat the steps you have taken.
+  - open a new **[[https://help.locusmap.eu/ticket/add|helpdesk ticket]]** or start writing an e-mail at [[mailto:locus.map@asamm.com|locus.map@asamm.com]]
-  - Try to create an error message/log – see [[manual:faq:how_to_create_debug_log|Creating Logs >>]] (a log is essential for error correction)
+  - **describe the steps that led to the crash in precise detail** so that we can **replicate the steps you took to reproduce the problem**
-  - Contact us at [[mailto:support.locus@asamm.com|support.locus@asamm.com]]
+  - long-press Locus Map's main menu button to open a hidden tool menu > tap **Report bug**:\\ {{ :manual:faq:crash03.jpg?nolink |}}
+  - a TXT file is generated. Attach it to the helpdesk ticket or email and tap **SEND**.
-====== A part of Locus does not work ======
+===== Locus Map 4.30 and older versions =====
-One of Locus features does not work properly, or does not work at all.
-**What to do?**
+  - do the same as is described above, excluding the "Report bug" part
-  - Try to repeat the error action once more.
+  - open the main menu > helpdesk/about > app info and **copy your user ID**:\\ {{ :manual:faq:crash01.jpg?nolink |}}\\ If it is impossible to launch the app at all, 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 and tap **SEND**.
-  - Try to create an error message/log – see [[manual:faq:how_to_create_debug_log|Creating Logs]]
-  - Please try to describe precisely, which feature does not work properly and what are the symptoms.
+===== System bug report =====
-  - Contact us at <support.locus@asamm.com>
+Sometimes, none of the methods mentioned above helps 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 do the same as is described above, excluding the "report bug" or "user ID" part
-**Contact us**
+  - **[[how_to_create_debug_log|follow these instructions >>]]**
-  - Describe your problem – see previous steps
-  - Attach log (if possible)
-  - [[http://help.locusmap.eu|Create new request]]

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