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Reporting a Problem |
  
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Reporting a Problem |
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While great care is taken to ensure that no errors occur, there are occasions when the inevitable will occur. To facilitate those situations, CG DataPort has a comprehensive error reporting system built in that becomes active whenever any kind of unexpected condition is encountered.
The ContactGenie support policy is to never deal with the same error twice once an issue is reported and identified.On that basis, in 99.99% of the cases reported, either an update will be issued (typically within 24 hrs or less of the problem being isolated) OR where the cause is outside of the control of the program, the error handling system itself will be updated to deal with the specific issue at the point of occurence.
We strongly suggest contacting CG Support instead of spending time trying to <self-diagnose> a problem. We welcome all questions and can generally make a very quick assessment as to whether the cause of a problem is program, data, or configuration related. Even if a work-around to a given circumstance is found, that does not resolve any underlying issue but those cannot be addressed without being advised or being provided with information (if required).
When an unexpected error occurs, the following screen is the first one presented any time an unexpected error is encountered (the error show in this screenshot is the result of a forced error for demonstration purposes):
Notes:
| 1. | These items are internal reference points indicating exactly where the error has occured used for trouble-shooting purposes |
| 2. | The information contained in this section indicates exactly what information has been returned by the system which triggered the error. For configuration related issues outside of the control of CG ToolKit, this alone very often explains the cause of the problem and the steps required to fix it. |
| 3. | All CG DataPort messages are assigned a 6 character message code. Error messages ending with <999> are general error message IDs assigned to unexpected errors reported by the error reporting system. |
| 4. | In some cases, additional information may be provided to investigate possible causes/solutions for items outside the control of the program which can only be completed by the system owner. |
As soon as an error has occurred, it should be forwarded immediately to ContactGenie Support by clicking on and completing the <Submit to Support> tab.
Notes:
| 1. | The current user's name is automatically filled in |
| 2. | The current users email address is automatically filled in. Different values can be entered for both the name and email address so that responses are forwarded to another person in the case where a technician is dealing with the issue on behalf of the user. It is important to ensure that any SPAM filters that may exist on your system - either locally or at the server level are set to accept email from the contactgenie.com domain or you will not receive any response. Unless there are extenuating circumstances beyond our control, at the very minimum, an initial response should be received from ContactGenie support within 12 hours - 7 days a week. (for the most part, of issues sent relating to any ContactGenie program are usually resolved within 12 hours of submission or within 24 hrs during holiday periods). |
| 3. | For system error messages, this will be filled in automatically and cannot be over-ridden. |
| 4. | For system error messages this is checked by default and cannot be changed. There may be cases where you may be asked to send the logs at a specific point within the operation of the program in which case this would need to be checked manually. |
| 5. | Additional comments can be included regarding any system error encountered or to send any questions/suggestions etc to ContactGenie Support directly. |
It is important that the error information be forwarded immediately at the time of occurrence since valuable information is captured which is otherwise may not be available. If sending the required information immediately via email is not possible for whatever reason, the supporting logs must be sent manually which will be located in the Default Log folder which can be found in the General Defaults screen - see Setting General Defaults for more information.
System and program related information can be viewed at any point while the program is running by clicking on the Operational Info tab which is accessible from the program's support menu tab:
The exact information show in the <SysInfo> screen is completely dependent on what is currently occurring within the program.