Difference between revisions of "Report Error"
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This is for regify-providers and professional supporters. If you are a regular regify-user, please contact your regify-provider for help and support. You will find information about who is your regify provider in every email you got regarding regify. | This is for regify-providers and professional supporters. If you are a regular regify-user, please contact your regify-provider for help and support. You will find information about who is your regify provider in every email you got regarding regify. | ||
| − | ==report regify client problem== | + | ==report regify client & regipay client problem== |
In order to help us, please submit the answers to the following questions: | In order to help us, please submit the answers to the following questions: | ||
| + | * Do you use the most recent version? See here: [[Changelog_Client|Changelog]] | ||
| + | * Did you try the [https://www.regify.com/index.php?PageID=help_page_1 regify Help Assistant] from our homepage? | ||
* Did you try the [[Welcome_to_regify_wiki#troubleshooting|troubleshooting]] from WIKI pages? | * Did you try the [[Welcome_to_regify_wiki#troubleshooting|troubleshooting]] from WIKI pages? | ||
| − | * Your operating system and version? | + | * Your '''operating system''' and version? |
* Are you using Outlook, Thunderbird, Lotus Notes or other clients? Which Version? | * Are you using Outlook, Thunderbird, Lotus Notes or other clients? Which Version? | ||
| − | * Are you reading or writing a regify message (regimail, regipay)? | + | * Are you '''reading or writing''' a regify message (regimail, regipay)? |
| − | * What error-code? Are there multiple errors? In that case, the first one is needed! | + | * '''What error-code?''' Are there multiple errors? In that case, the first one is needed! |
| − | * Did it ever work? Or is it only this | + | * Did it ever work? Or is it only this message and other messages working fine? |
* If relevant, what files are you using (complete filename)? From what origin (by email, self generated)? | * If relevant, what files are you using (complete filename)? From what origin (by email, self generated)? | ||
| − | * What is your | + | * What is '''your e-mail address''' you are using with regify? |
| − | * What exactly have you done before the error ocured? | + | * '''What exactly have you done''' before the error ocured? |
| − | * Is there a way to reproduce the error? How? | + | * Is there '''a way to reproduce the error'''? How? |
| − | * Activate debugging. You can find the instructions at [[Troubleshoot_regify_client]]. Attach this file to the error report. | + | * '''Activate debugging'''. You can find the instructions at [[Troubleshoot_regify_client]]. Attach this file to the error report. |
* Are you working your PC with user- or admin-permissions? | * Are you working your PC with user- or admin-permissions? | ||
* Is the error only for a special message; a special sender/recipient? Or for all? | * Is the error only for a special message; a special sender/recipient? Or for all? | ||
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In order to help us, please submit the answers to the following questions: | In order to help us, please submit the answers to the following questions: | ||
| + | * Do you use the most recent '''version''' of regify client? See here: [[Changelog_Client|Changelog]] | ||
| + | * '''What error-code?''' Are there multiple errors? In that case, the first one is needed! | ||
| + | * If the error is shown, please add a screenshot (ALT+Print). | ||
| + | * '''Did it ever work?''' Or is it only this time and other messages working fine? | ||
| + | * Is the error only for a special message; a special sender/recipient? | ||
| + | * Are you '''reading or writing or reconverting''' a regify message? | ||
| + | * '''What exactly have you done''' before the error occured? | ||
| + | * Is there '''a way to reproduce the error'''? How? | ||
| + | * What '''Outlook version''' do you use? | ||
| + | * Your '''operating system''' and version? Maybe Citrix or Terminalserver? | ||
* Have you tried the solutions of the [[Troubleshoot_Outlook|Troubleshoot outlook errors]] page? | * Have you tried the solutions of the [[Troubleshoot_Outlook|Troubleshoot outlook errors]] page? | ||
| − | * | + | ** Make sure that no '''AntiVirus''' is blocking either the regify client or Outlook (eg save and load temp files). |
| − | + | ** Deactivate all '''Third Party AddIns''' in your Outlook (except regify) and re-try. Does it still happen? | |
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| − | * | ||
| − | * | ||
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* Please [[Troubleshoot_Outlook#AddIn_Debugging|create a log from the action]] while the issue happens and send it so support(at)regify.com | * Please [[Troubleshoot_Outlook#AddIn_Debugging|create a log from the action]] while the issue happens and send it so support(at)regify.com | ||
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In order to help us, please submit the answers to the following questions for every single issue: | In order to help us, please submit the answers to the following questions for every single issue: | ||
| + | * Do you use the most recent version? See here: [[Changelog_Regibox|Changelog]] | ||
* Did you try the [[Welcome_to_regify_wiki#troubleshooting|troubleshooting]] from WIKI pages? | * Did you try the [[Welcome_to_regify_wiki#troubleshooting|troubleshooting]] from WIKI pages? | ||
* Please do not send us only screenshots. It may be helpful but it is not sufficient. | * Please do not send us only screenshots. It may be helpful but it is not sufficient. | ||
| − | * First we need a '''detailed <span style="font-size: 140%;">description</span>''' about the situation. Please describe in detail: | + | * First '''we need a <span style="font-size: 140%;">diagnostics</span>''' to verify the issue: |
| + | *# Important: We can not tell you anything without diagnostics! | ||
| + | *# '''[[Troubleshoot_regibox#Activate_debugging_.2F_diagnostics|Start diagnostics]]''' and '''repeat the issue if possible''' (press Ctrl+Alt+d to start & stop) | ||
| + | *# Let diagnostics run for at least 2 Minutes! | ||
| + | *# End diagnostics and save the file (press Ctrl+Alt+d to stop). | ||
| + | *# Please tell us in detail what you did during diagnostics. | ||
| + | *# Please note that a diagnostics report <u>does not contain sensible information</u> (passwords, document content etc). | ||
| + | * Second we need a '''detailed <span style="font-size: 140%;">description</span>''' about the situation. Please describe in detail: | ||
*# On what '''operating system''' do you work (Windows, Linux, Mac, Android, iOS)? | *# On what '''operating system''' do you work (Windows, Linux, Mac, Android, iOS)? | ||
*# What '''version of regibox manager''' do you use? | *# What '''version of regibox manager''' do you use? | ||
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*# What happens in regibox Manager GUI (file/folder appears? Symbol?) | *# What happens in regibox Manager GUI (file/folder appears? Symbol?) | ||
*# What '''the problem''' is and '''which files/folders''' are affected (full path and name). | *# What '''the problem''' is and '''which files/folders''' are affected (full path and name). | ||
| − | * | + | *# Is there some third party anti-virus tool running? Does it report anything? |
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** [[Android_troubleshooting|regify client troubleshooting for Android]] | ** [[Android_troubleshooting|regify client troubleshooting for Android]] | ||
** [[BoxMobile_Troubleshooting|regibox on mobile troubleshooting]] | ** [[BoxMobile_Troubleshooting|regibox on mobile troubleshooting]] | ||
| − | * What operating system (Android or iOS, what version, what vendor)? | + | * What '''operating system''' (Android or iOS, what version, what vendor)? |
| − | * Which regify product do you want to use? regimail, regipay or regibox? | + | * '''Which regify product''' do you want to use? regimail, regipay or regibox? |
| − | * What version of regify product is installed (see settings or about dialog)? | + | * What '''version''' and '''name''' of the regify product is installed (see settings or about dialog)? |
| − | * What exactly does not work? What do you do? | + | * '''What exactly does not work?''' What do you do? |
* What email client do you use (system default program, Aqua Mail, gmail app, K9, Outlook, other)? | * What email client do you use (system default program, Aqua Mail, gmail app, K9, Outlook, other)? | ||
| − | * What error-code? Are there multiple errors? In that case, the first one is needed! | + | * '''What error-code?''' Are there multiple errors? In that case, the first one is needed! A screenshot would be great! |
| − | * Are you trying to read or write a regify message? | + | * Have you already tried to uninstall and then re-install? |
| + | * Are you trying to '''read or write''' a regify message? | ||
* Did it ever work? Or is it only this time and other messages working fine? | * Did it ever work? Or is it only this time and other messages working fine? | ||
| − | * Is there a way to reproduce the | + | * Is there '''a way to reproduce the problem'''? How? |
* Is the error only for a special message; a special sender/recipient? | * Is the error only for a special message; a special sender/recipient? | ||
| + | * Have you tried to reproduce the issue on another device? | ||
| + | ** Did it work on another mobile? | ||
| + | ** Did it work on a PC or in the webbrowser? | ||
'''You can send this report to support (AT) regify.com.''' | '''You can send this report to support (AT) regify.com.''' | ||
Latest revision as of 13:36, 20 October 2023
IMPORTANT:
This is for regify-providers and professional supporters. If you are a regular regify-user, please contact your regify-provider for help and support. You will find information about who is your regify provider in every email you got regarding regify.
Contents
report regify client & regipay client problem
In order to help us, please submit the answers to the following questions:
- Do you use the most recent version? See here: Changelog
- Did you try the regify Help Assistant from our homepage?
- Did you try the troubleshooting from WIKI pages?
- Your operating system and version?
- Are you using Outlook, Thunderbird, Lotus Notes or other clients? Which Version?
- Are you reading or writing a regify message (regimail, regipay)?
- What error-code? Are there multiple errors? In that case, the first one is needed!
- Did it ever work? Or is it only this message and other messages working fine?
- If relevant, what files are you using (complete filename)? From what origin (by email, self generated)?
- What is your e-mail address you are using with regify?
- What exactly have you done before the error ocured?
- Is there a way to reproduce the error? How?
- Activate debugging. You can find the instructions at Troubleshoot_regify_client. Attach this file to the error report.
- Are you working your PC with user- or admin-permissions?
- Is the error only for a special message; a special sender/recipient? Or for all?
- If the error is shown, please add a screenshot (ALT+Print).
You can send the debug report, together with the other information, to support (AT) regify.com.
regimail Outlook AddIn problem
In order to help us, please submit the answers to the following questions:
- Do you use the most recent version of regify client? See here: Changelog
- What error-code? Are there multiple errors? In that case, the first one is needed!
- If the error is shown, please add a screenshot (ALT+Print).
- Did it ever work? Or is it only this time and other messages working fine?
- Is the error only for a special message; a special sender/recipient?
- Are you reading or writing or reconverting a regify message?
- What exactly have you done before the error occured?
- Is there a way to reproduce the error? How?
- What Outlook version do you use?
- Your operating system and version? Maybe Citrix or Terminalserver?
- Have you tried the solutions of the Troubleshoot outlook errors page?
- Make sure that no AntiVirus is blocking either the regify client or Outlook (eg save and load temp files).
- Deactivate all Third Party AddIns in your Outlook (except regify) and re-try. Does it still happen?
- Please create a log from the action while the issue happens and send it so support(at)regify.com
You can send this debug report, together with the other information, to support (AT) regify.com.
report regibox problem
In order to help us, please submit the answers to the following questions for every single issue:
- Do you use the most recent version? See here: Changelog
- Did you try the troubleshooting from WIKI pages?
- Please do not send us only screenshots. It may be helpful but it is not sufficient.
- First we need a diagnostics to verify the issue:
- Important: We can not tell you anything without diagnostics!
- Start diagnostics and repeat the issue if possible (press Ctrl+Alt+d to start & stop)
- Let diagnostics run for at least 2 Minutes!
- End diagnostics and save the file (press Ctrl+Alt+d to stop).
- Please tell us in detail what you did during diagnostics.
- Please note that a diagnostics report does not contain sensible information (passwords, document content etc).
- Second we need a detailed description about the situation. Please describe in detail:
- On what operating system do you work (Windows, Linux, Mac, Android, iOS)?
- What version of regibox manager do you use?
- If any errors appear, please tell us exactly the error message and number.
- Which regibox is affected (full name).
- What are you doing in what order (functions, files, buttons, options etc).
- What you expect to happen.
- What happens in regibox Manager GUI (file/folder appears? Symbol?)
- What the problem is and which files/folders are affected (full path and name).
- Is there some third party anti-virus tool running? Does it report anything?
You can send this diagnostics report, together with the other information, to support (AT) regify.com.
IMPORTANT: Please note that we can not tell you about history if we do not have any diagnostics or debug information submitted. We very likely can not investigate issues that happened without diagnostics or debugging activated at all. We need this information to see what happened. Without such, it is just guessing.
mobile devices
In order to help us, please submit the answers to the following questions:
- Did you already look into the special pages for mobiles?
- What operating system (Android or iOS, what version, what vendor)?
- Which regify product do you want to use? regimail, regipay or regibox?
- What version and name of the regify product is installed (see settings or about dialog)?
- What exactly does not work? What do you do?
- What email client do you use (system default program, Aqua Mail, gmail app, K9, Outlook, other)?
- What error-code? Are there multiple errors? In that case, the first one is needed! A screenshot would be great!
- Have you already tried to uninstall and then re-install?
- Are you trying to read or write a regify message?
- Did it ever work? Or is it only this time and other messages working fine?
- Is there a way to reproduce the problem? How?
- Is the error only for a special message; a special sender/recipient?
- Have you tried to reproduce the issue on another device?
- Did it work on another mobile?
- Did it work on a PC or in the webbrowser?
You can send this report to support (AT) regify.com.
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