How to Make an Engineering Support Request for IronPrint
We appreciate your taking the time to help us improve IronPrint and resolve any issue you may be experiencing. The vast majority of our features and updates are driven by customer requests, and we consider software development a 2-way conversation between our customers and our developers.
To provide support, our engineering team will need to be able to efficiently replicate an issue and create regression tests. Most issues we see are platform or runtime specific. As such, we need to be provided with extremely concise information.
Please send all support requests to support@ironsoftware.com.
A Concise, Clear Description of the Issue
A good technical report must include enough information to reproduce the issue. Imagine you are reporting the issue to a colleague or posting on stack overflow.
A bug report should contain:
- A clear description of the symptoms experienced and any ideas you may have regarding their cause.
- Log Files (see below)
- Environment: IronPrint Version, OS and .NET runtime version, (exact cloud environment if applicable)
Please include as many of the following as possible, to prioritize your ticket.
- Example Project that fully reproduces the issue (see below)
- A stack-overflow style code snippet (please do not screenshot code)
- Screenshots of symptoms / exceptions
- Exception message text (Exception + Inner Exception)
- At which debugging point does the process stop working or escape in the code?
- Input parameters and Assets: URL, HTML, HTML File, Image, PDF, CSS, etc.
How to Attach an Example Project
An example project that accurately replicates an entire issue in isolation enables our engineers to simply and swiftly recognize and understand an issue.
This is the gold standard for reproducibility and will generally expedite a support request to the top of the stack.
Our preferred format is a zipped, simple, standalone .NET console or web app project:
- Please enable full sharing when sending a Google Drive or Dropbox link.
- Bin folder is not required as its inclusion bloats the zip file.
Please Also Include
- Input files (working and non-working), including PDFs and images.
