First of all, no pressure! Report any issue just the way you want, and we'll be able to ask you all the questions that we need to be able to resolve your issues.
But if you want to wow us with your skills and get ahead of the curve, you can first try some of the most simple troubleshooting tricks we know, and then report your findings as clearly and specifically as possible to help us help you as efficiently as possible. Here's how:
What happened?
Describe the problem you are encountering as clearly and concisely:
What were you trying to do and where?
What unexpected behavior did you encounter?
Has the same feature worked before or is it the first time you tried using it?
For example: I tried to upload a list to Vainu, but after selecting a file the process ran for just a few seconds before ending in the following error message.
Steps to reproduce
Very often we need to try and reproduce the same issue to better understand what is happening and if it even is an issue that we can reproduce. To help us achieve that, give us a clear list of steps you went through to end up with the issue.
For example: I clicked on Create a list -> Upload a list. Then I clicked on the Upload button and selected a file from my own device. Here is a copy of the file I tried uploading.
Any additional steps you took to resolve the issue
Did you try again more than once?
Did you clear website cache and/or try logging back in before attempting again?
Did you ask your colleagues or other Vainu users if they encounter similar issues?
Did you try switching some of the parameters (for example by uploading a different list)?
Did you try a different browser or incognito mode?
Did you try a different network/Wi-Fi or a different device?
For example: I tried once more after clearing website cache and logging back in. The same issue happens on two different browsers (Chrome and Firefox) and also for another user in our organization.
Supporting material is always valuable
Screenshots and video recordings are always helpful when dissecting issues, as are any files that might be related to the issue. If you can't take a screenshot, at least make sure that you share the entire error message.
Please note that the only thing that we will never need or ask you to share is your password.
👨💻 Contact Vainu Support if you have any questions! You can send an email to support@vainu.io or send a message through chat.