Differences

This shows you the differences between two versions of the page.

--- en:v2:core:ugd:ugd_support [2021/07/18 15:48]
127.0.0.1 external edit
+++ en:v2:core:ugd:ugd_support [2022/02/24 17:55]
locko_t [Adding files and clipboard content to the report]
@@ Line 9: / Line 9: @@
 ===== Request for support - ASTER =====
-For technical support, click this button {{..:..:..:controlform_supportrequest.png?nolink&|Press this button to send the request for support}}in the lower right corner of the ASTER Control Panel. In addition, for the most error messages, a similar button is available in the error window. For example, if you click on the **«Support»** button in the activation error, you will see the following dialog box:
+For technical support, click this button {{..:..:..:controlform_supportrequest.png?nolink&|Press this button to send the request for support}}in the lower right corner of the ASTER Control Panel. In addition, for most error messages, a similar button is available in the error window. For example, if you click on the **«Support»** button in the activation error, you will see the following dialog box:
 {{  ..:..:..:supportrequest_v2_26.png?nolink&860x716  |Support's request generation}}
@@ Line 64: / Line 64: @@
   * **Basic System Information**  In addition to the above two reports this collects windows registry keys used by ASTER and structure that allow the developer to reproduce the configuration of the workplaces as well as the output from the "SystemInfo" system utility.
   * **Detailed System Information**  It contains the same data as "Basic System Information" however it collects details using MSInfo32 utility instead of SystemInfo which produces more detailed information. When the MSInfo32 tool is running please do not click the "Cancel" button on the information box, otherwise, the collected data will not be included in the ASTER Report.
-  * **Detailed Debugging Information**  This report includes the windows mini-dumps (small memory dumps that windows create in case of system crashes and stores on disk). Collecting this data required administrative privileges, so the radio button corresponding to this report and has a shield icon to denote that it requires administrative privileges. In case you have not enabled minidump a message will appear, click the "Yes" button to turn it on. This report should send after you have encountered BSOD. Only then there will be minidumps. If there are no minidumps, you will receive an appropriate message. When attaching minidumps, it will increase the size of the report, thus you may encounter issues in sending or forwarding the report by email. So, this is only required to be done, only if ASTER technical support requests it.
+  * **Detailed Debugging Information**  This report includes the windows mini-dumps (small memory dumps that windows create in case of system crashes and stores on disk). Collecting this data requires administrative privileges, so the radio button corresponding to this report has a shield icon to denote that it requires administrative privileges. In case you have not enabled minidump a message will appear, click the "Yes" button to turn it on. This report should send after you have encountered BSOD. Only then there will be minidumps. If there are no minidumps, you will receive an appropriate message. When attaching minidumps, it will increase the size of the report, thus you may encounter issues in sending or forwarding the report by email. So, this is only required to be done, only if ASTER technical support requests it.
 {{anchor:ugd_support_add_files}}
@@ Line 70: / Line 70: @@
 ===== Adding files and clipboard content to the report =====
-You can add additional files from your computer to the report if you think the files will be helpful in solving the problem or an ASTER support staff asks for additional files.
+You can add additional files from your computer to the report if you think the files will help solve the problem or an ASTER support staff asks for additional files.
-The button **Add Files** opens a standard open dialog box from which you can select the files to you added to the report. The selected files are displayed in the table below the button. By clicking on the name you can open them to check or edit them. To delete a file from the list, click the "X" button on the left of the file name
+The button **Add Files** opens a standard open dialog box from which you can select the files you added to the report. The selected files are displayed in the table below the button. By clicking on the name you can open them to check or edit them. To delete a file from the list, click the "X" button on the left of the file name
 Do not add many files in the report as it increases the size of the file and may prevent it from being delivered to the ASTER support. Also, some files are filtered in the email server thus attach only required files.
@@ Line 83: / Line 83: @@
    * **Insert Picture**  - if the clipboard has an image or a screenshot.
-  * **Insert plain text**  - If the clipboard has unformatted text like from a notepad
+  * **Insert plain text**  - If the clipboard has unformatted text. For example, from a notepad
   * **Insert Formatted text (HTML)**  - If the clipboard has formatted text like from a Microsoft word document.
 When the button is clicked, the files will be given temporary names like "Clipboard_N" with appropriate extension and are added to the report. You can view the contents of the files by clicking on the file name. The file will open on the appropriate application and you can use it to edit the information in it like hiding sensitive information or selecting the required window in a screenshot. Files created from the clipboard are assigned a unique name by the windows so they do not match the file in the list. To get the real name and folder of the files, move the mouse pointer to the file and a tooltip will display the full path of the file.
@@ Line 93: / Line 93: @@
  \\ There are two possible solutions for this"
-  * Firstly, Move the **Support Request**  dialog box to the side so that **"ASTER Control Panel"**  is visible and take a screenshot of the entire desktop by pressing the "PrintScreen" button. The resulting image can be editied in any graphics editor in order to hide sensitive information in it.
+  * Firstly, Move the **Support Request**  dialog box to the side so that **"ASTER Control Panel"**  is visible and take a screenshot of the entire desktop by pressing the "PrintScreen" button. The resulting image can be edited in any graphics editor in order to hide sensitive information in it.
-  * Secondly, copy the auto-generated error description to the clipboard. then close the dialog box. Now, click the **"Support Request"**  button on the bottom right corner to open the dialogbox again. This time, you can access the main windows and take screenshot easily. After the dialog is open, do not forget to paste the error description that was saved in the clipboard earlier.
+  * Secondly, copy the auto-generated error description to the clipboard. then close the dialog box. Now, click the **"Support Request"**  button on the bottom right corner to open the dialog box again. This time, you can access the main windows and take screenshots easily. After the dialog is open, do not forget to paste the error description that was saved in the clipboard earlier.
 {{anchor:ugd_support_send}}