When you encounter a bug or need technical assistance, providing our engineering team with the right information upfront can reduce your resolution time by hours, or even days.
What to Include in Your Ticket:
- Steps to Reproduce: Tell us exactly what you clicked or typed right before the issue occurred. (e.g., "I went to Invoices -> Clicked 'Generate PDF' -> Received a 500 Error").
- Expected vs. Actual Result: Briefly state what you expected to happen versus what actually happened.
- Include Screenshots: Use the attachment dropzone to upload screenshots of any error codes. If you receive a specific system error (like a SEC_TAMPER code), ensure the code is fully visible.
- URLs: Paste the exact web address (URL) of the page where the error occurred.
Checking Your System Logs First
If your application fails to load or displays a blank screen, the server usually records the exact cause. If you have server access (cPanel or Windows Local AMPPS), you can often find the exact error message by checking your Apache error logs. Note: Ensure you are looking in the correct server directory (e.g., D:\AMPPS\apache\logs), rather than the application's root folder.
Including these log snippets in your ticket will allow our developers to bypass initial diagnostics and immediately begin writing a patch.
