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--- manual:faq:issue_reporting [2015/05/18 22:15] – [Locus Map Crash] 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 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**.
+  - 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]] and **send all to us** - thorough description of the problem, error log, all files or maps involved in the issue
+  - 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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