What information to provide when logging a support case (or when asking for help troubleshooting a software issue)

Jun 9, 2014

Issue:

What information should be included when logging a support case (or when asking for help troubleshooting a software issue).

Solution:

When reporting the issue for the first time

Use the following as a guide for the information to provide when initially reporting an issue (depending on your particular situation it may be appropriate to include more or less information than what is described below):

  1. A detailed description of the issue you are experiencing.
  • Include enough information so that someone not familiar with your workflow can understand the issue and attempt to reproduce it on their own system.
  • Include the full text of any error messages presented (many times Ctrl + C will copy the text of an error dialog to the clipboard, and if this doesn't work you can copy down the text or take a screenshot.
  • Make sure that product is included. In many cases, you would select the product when creating the case, but if you are using a Suite, we would need to know what product in the suite you are working with.
  1. If the steps required to reproduce the issue are complicated (or long), please include a video (you can use the free Autodesk Screencast for this). A video can also be useful on nearly any product support request as it provides more context for the information, and may include useful information that you would not think to mention when writing out the steps.
  2. If the issue is not readily reproduced in a new project, include a copy of the files necessary to reproduce the issue.
  • Include only the files necessary to reproduce the issue (if possible simplify the project so that the smallest data set needed to demonstrate the issue is provided).
  • If including a host file with many linked files, make a note of which is the "main" file.
  • Files up to 5MBs can be e-mailed to the case (you may be able to ZIP files to make them small enough).
  • Files up to 100MBs can be attached directly to the case.
  • For files over 100MBs, an FTP site can be setup for the case (but you will need to let us know that this is required). Alternatively you can publicly share the file through Autodesk 360, or another service.
  1. How often does the issue occur?
  2. Is the issue limited to:
  • One project (or a specific group of projects) e.g. does the issue occur in a new project.
  • One system (if you can't test on another system let us know this).
  • One user account.
  • A particular version of the program.
  1. Is this something that started recently or something that has occurred since the installation of the program?
  • If the steps have never worked, make sure that your expectations for the program behavior are valid. See How to determine if an Autodesk program will perform a desired task for information on researching this.
  • If the issue started recently, check for changes that were made to the system (software, hardware, drivers, etc.) around the time that the issue started.
  1. What updates have been applied to the program? (This can be useful to know so that we can be sure that the same build of the program is used for testing the behavior.)
  2. What troubleshooting steps have already been tested?

 

When updating the case

Use the following as a guide for the information to provide when updating a case:

  1. Include a description of the steps you went through.
  • This is important so that we are on the same page regarding what has been done. It is easy for two people to interpret a set of steps in different ways. If you don't provide a description of the steps you went through (in your own words), it is difficult to ensure we are on the same page.
  • If you were unable to go through a step or if the instructions did not apply to your situation, make a note of why.
  • Include the full text of any new errors encountered.
  • Include a description of what the result was (for the steps).
  1. If you find a solution from another source, or the troubleshooting steps lead to a good workaround for the issue, please let us know the solution found (if possible), and that the issue has been resolved (i.e. you no longer need to continue troubleshooting the issue).
  2. If you encounter a new issue that you would like to report, unrelated to the first one, create a separate case for the new issue. (Keeping the separate issues to different e-mail threads will make it easier to keep the troubleshooting for the different issues separate. This also allows us to track the number of issues encountered.)
  • When working with multiple cases at the same time, look at the subject of the e-mail for the unique case number and description of the issue (to know what case you are replying to).

Products:

AutoCAD;AutoCAD for Mac;AutoCAD LT;AutoCAD P&ID;AutoCAD Plant 3D;Entertainment Creation Suite;Factory Design Suite;Infrastructure Design Suite;Inventor;Maya;Navisworks Manage;Navisworks Simulate;Plant Design Suite;Product Design Suite;Revit;Revit Architecture;Revit MEP;Revit Structure;Showcase;3ds Max;Design Academy;Education Master Suite;Maya Entertainment Creation Suite;ReCap Pro;Revit LT

Versions:

2012;2013;2014;2015

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