Error Reporting

If you encounter any problems while using Collage Site, please cooperate in providing the log files for our support team. Analyzing log files may help support and developers resolve software issues much quicker than if they did not have the logs.

What do we need to reproduce an issue?

There are three things we usually need to reproduce any intermittent or unique issues that you encounter in your testing or use of Collage Site:

1. The sequence of steps you took to end up in the situation.
2. The software error logs that document what went wrong in the code.
3. Your data set - We never use our customer data for anything other than troubleshooting issues, unless we get explicit permission to do so. So if we think the issue you are experiencing is data-specific, we will usually ask for your project data as well.

How to get logs

After installing Collage Site, a shortcut for the Error Reporter tool will be created in the Collage Site Tools folder in the startup menu:

If you double tap this shortcut (or the exe) you will get the following dialog to pop up on your screen:

It has the description field at the top where you can describe the issue that you are experiencing, and the steps you followed to get into that state. Below that, there is a list of all of the log files that we write out for each session of the application. All you need to do is the following:

1. Open the Collage Site Error Reporter
2. Type in your description and steps to reproduce
3. Add extra files like screen capture images as necessary
4. Tap the Create Zip File button

Send the zip file via e-mail to support@clearedge3d.com , or use a file sharing application if it is too large to e-mail. We will take a look through the logs immediately and reach back out to you with next steps as soon as possible.

It is ideal to run the Error Reporter app 5 to 15 minutes after the error occurs