Information necessary to send to Support Appendix C Troubleshooting
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always steps to reproduce although sometimes these can be difficult to find. It
can be timing dependant ("you have to do this exactly 1.342 seconds later"!)
or just very difficult to see a pattern. However in most cases problems are
quite repeatable.
When a problem can be reproduced, the next step is to refine the steps to
determine the exact cause. The process should be repeated, attempting to
leave out one step at a time to confirm if that step is required. Where scripts
are executed, each line should be removed to determine just the required
steps to reproduce the problem.
C.10 Information necessary to send to Support
If all these diagnostic suggestions fail and it becomes necessary to contact
support please have the following information:
• Your software licence key
• The software version and build number e.g. 1.2 (12). Also state if the
project was upgraded from a previous version
• The EXACT wording and spelling of any error message
• If an application is being sent it should be possible to remove unnecessary
pages, objects, scripts, points, alarms, recipes, datalogging and database
connections
• Clear description of the function that the Manual says the software should
provide
• Clear, precise, repeatable steps to recreate the issue on a new application
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