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--- manual:faq:issue_reporting [2015/05/18 22:20] – 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 apparently does not work ======
+===== Locus Map 4.30 and older versions =====
-One of Locus features does not work properly, or does not work at all.
+  - do the same as is described above, excluding the "Report bug" part
+  - 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**.
+===== System bug report =====
+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
+  - **[[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 >>]]**

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