Nobody's perfect, and neither are we. If you're encountering an issue with our apps, we understand the urgency in finding a solution. To assist you effectively, we've compiled helpful information that aids us in resolving the issue. We kindly ask you to carefully review the provided details and provide as much information as possible.
The request
Raise you support request in our customer portal: https://seibert.biz/acf-support
Basic information
This information provides us with an overview of the problem you are facing and allows us to conduct necessary research, such as examining logs, to better understand and address the issue.
Clear title
Steps to reproduce
Environment details
Expected and actual behavior
Craft a clear and descriptive title that succinctly outlines the issue, aiding comprehension and searchability. Document precise steps to replicate the bug, encompassing necessary configurations or inputs, facilitating developers in reproducing and diagnosing the issue. Detail the environment where the bug manifested, encompassing the operating system, browser or application version, and pertinent hardware or software configurations. Articulate anticipated system behavior and observed outcomes, enabling developers to grasp the disparity and conduct targeted investigations.
Screenshots or recordings
Whenever feasible, please include screenshots or recordings showcasing the bug. Visual evidence significantly aids developers in reproducing and comprehending the issue. Ensure to capture a larger frame, as it may reveal details you might not deem important. However, please refrain from sharing sensitive data (e.g. by blurring usernames).
Error messages
If there are any error messages or logs linked to the bug, please include them by copying and pasting into the bug report. This information is pivotal for diagnosing the root cause of the issue.
Access the browser logs in different browsers
Chrome / Firefix: Press F12
Microsoft Edge: Press Ctrl+Shift+P (Windows, Linux) or Command+Shift+P (macOS)
Safari: right click the page and select “Show Web Inspector“
Then switch to the “Console“ tab. You’ll find several log messages.
Additionally, we may request a HAR file to review the communication between your device and the cloud server. Find more information about created HAR files: https://confluence.atlassian.com/kb/generating-har-files-and-analyzing-web-requests-720420612.html.
Prioritize
Evaluate and convey the severity and impact of the bug on the system or end-users. Offer specifics on how the bug impacts functionality, performance, or user experience.
Further details
If the bug pertains to a specific browser or device, please specify it in the report. This assists developers in pinpointing potential compatibility issues. Additionally, include any other pertinent information related to the bug, such as recent system changes, network conditions, or other factors that may contribute to the issue.
The answer
We strive to respond promptly, acknowledging the significance of the issue to you and your users. In our pursuit of a solution, we may pose additional questions to pinpoint the root cause effectively. If feasible, we'll provide a workaround as an interim measure until the issue is fully resolved. In instances where we are unable to replicate the issue, we may arrange a video call with you to examine the error directly on your instance. After resolving the issue and releasing a patch, we'll follow up to ensure that the problem has been successfully resolved for you.
We also acknowledge that not all issues can be resolved solely on our end. For example, please refer to Missing Forge features to understand certain limitations beyond our control.