General

Back to -Products -Sapphire-IDE -FAQ -General

How To Submit a Bug Report

How can I submit a bug report?

Please follow all the steps outlined below before submitting a bug report.

FIRST, CHECK IF WE ALREADY HAVE THE SOLUTION

- Please check the FAQ

Before submitting a bug, please read the FAQ. Do any of the FAQ items describe your problem? Please let us know that you have referred to the FAQ when submitting a bug report.

- If This Is An Installation Problem...

Most of the support requests we receive are related to installation problems. If you are unable to install or upgrade your Ruby In Steel software please read the installation manual supplied with the software carefully before submitting a support request.

SUBMITTING A BUG REPORT

If you are unable to solve the problem using the FAQ, please submit a bug report.

PLEASE SEND US ALL THE INFORMATION REQUESTED BELOW. WE MAY UNABLE TO HELP YOU IF ANY OF THE INFORMATION IS MISSING.

- 1) Provide us with Full Details of the Steps needed to Duplicate this problem

For example, you might send us the following report: Start a new Ruby Project. Press CTRL+F5 to run the project. Now I see the following error message in the Ruby Console (“Command not understood” or whatever) etc. The more detail you can provide, the more rapidly we will be able to diagnose the problem.

- 2) Are there any error messages?

If you see any error messages please tell us
a) what you do immediately prior to seeing the message.
b) the full text of the message.

- 3) What OS are you running?

e.g. Windows Vista/XP, 32/64-bit etc.

- 4) Have you installed Ruby In Steel previously?

We need to know if any version of Ruby In Steel has been used on this PC previously. If so, which version and did it work correctly?

- 5) Has a trial of Ruby In Steel Expired?

If you have previously run Ruby In Steel on this computer, was it a Trial edition? Has that Trial since expired?

IMPORTANT: WE MUST HAVE THE ALL FOLLOWING CONFIGURATION INFORMATION

- 6) What version of Ruby is installed?

Please open a command prompt and enter this:

ruby -v

Mail us the complete version number.

- 7) What version (if any) of Rails is installed?

Please open a command prompt and enter this:

 rails -v

Mail us the complete version number.

- 8) We also need information on your Visual Studio configuration.

In Visual Studio, select Help/About/Copy Info. Paste the information into an email and send it to us.

- 9) What is the full path to ruby.exe?

e.g. G:\MyPrograms\ruby\bin

- 10) Are you using an international version or a ‘special’ version of Visual Studio?

e.g. a German language version or a copy that was distributed to attendees at a Microsoft conference.

Please send an email with all the details above to the support email address listed on the Contacts Page.

Bookmark and Share   Keywords:  other issues
© SapphireSteel Software 2014