Differences
This shows you the differences between two versions of the page.
| Both sides previous revision Previous revision Next revision | Previous revision | ||
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en:v3:core:ugd:ugd_support [2024/04/02 14:07] maria_k [Request for support - ASTER] |
en:v3:core:ugd:ugd_support [2024/04/09 14:52] maria_k [Sending a report] |
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| 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. | 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 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. | 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. | ||
| - | In addition to the files, you can also add the content of the clipboard to the ASTER report. This is convenient when you want to add screenshots. Just take a screenshot using the **"Alt + PrintScreen"** combination and then press the **"Insert Picture"** button: | + | Besides the files, you can also add the content of the clipboard to the ASTER report. This is convenient when you want to add screenshots. Just take a screenshot using the **"Alt + PrintScreen"** combination and then press the **"Insert Picture"** button: |
| - | {{ ..:..:..:supportrequest_reportgroup_filestable.png?nolink& | Here you can add additional files to the technical report}} | + | {{ ..:..:..:supportrequest_reportgroup_filestable_v3.png?nolink&274x185 | Here you can add additional files to the technical report}} |
| The text in the button **Insert..** depends on the content of the clipboard: | The text in the button **Insert..** depends on the content of the clipboard: | ||
| * **Insert Picture** - if the clipboard has an image or a screenshot. | * **Insert Picture** - if the clipboard has an image or a screenshot. | ||
| - | * **Insert plain text** - If the clipboard has unformatted text. For example, 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. | * **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. | 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. | ||
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| <WRAP center round tip 830px> \\ When the «**Support Request**» dialog box is opened from error message windows, it opens in modal mode, which will prevent access from control in the **"ASTER Control Panel"** until you close the dialog box. Therefore you will find it a little difficult to take a screenshot of the **"ASTER Control Panel"**. \\ </WRAP> | <WRAP center round tip 830px> \\ When the «**Support Request**» dialog box is opened from error message windows, it opens in modal mode, which will prevent access from control in the **"ASTER Control Panel"** until you close the dialog box. Therefore you will find it a little difficult to take a screenshot of the **"ASTER Control Panel"**. \\ </WRAP> | ||
| - | \\ There are two possible solutions for this" | + | \\ There are two 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 edited 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 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. | + | * 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}} | {{anchor:ugd_support_send}} | ||
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| When the report is successfully sent, a success message will appear, which will mention the support request number. Please make a note of that number so you can contact us directly in case you have any more input. And in case the sending fails, an error message will appear as below: | When the report is successfully sent, a success message will appear, which will mention the support request number. Please make a note of that number so you can contact us directly in case you have any more input. And in case the sending fails, an error message will appear as below: | ||
| - | {{ ..:..:..:supportrequest_senderror.png?nolink& |Error message}} | + | {{ ..:..:..:report_send_error_v3.png?nolink&359x373 |Error message}} |
| The description of the error may vary, depending on the cause of the error, in this case, sending a report | The description of the error may vary, depending on the cause of the error, in this case, sending a report | ||