How to Send Reports: Difference between revisions
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== Which boxes do I check? == | == Which boxes do I check? == | ||
=== Attach a screenshot === | |||
Check this box to demonstrate the issue. If you have a multi-screen setup, screenshots of all the screens will be attached. | Check this box to demonstrate the issue. If you have a multi-screen setup, screenshots of all the screens will be attached. | ||
Make sure the issue is highlighted.<br>If necessary, send additional screenshots to our support email. | Make sure the issue is highlighted.<br>If necessary, send additional screenshots to our support email. | ||
=== Attach log files to help us understand what happened === | |||
Log files contain information about internal MultiCharts processes. We recommend always checking this box when sending reports.<div class="note">If you have issues with | Log files contain information about internal MultiCharts processes. We recommend always checking this box when sending reports.<div class="note">If you have issues with real-time data, make sure extended logging is enabled before sending a report.<br>See [[How to Enable Extended Logging]]</div> | ||
=== Attach minidump for crash analysis === | |||
If the platform crashed, or it’s not responding, check this box when sending a report. Minidumps contain information about the crashed process.<br> | If the platform crashed, or it’s not responding, check this box when sending a report. Minidumps contain information about the crashed process.<br> | ||
It is important to collect dumps at the moment when the issue is reproduced, before MultiCharts is restarted. | It is important to collect dumps at the moment when the issue is reproduced, before MultiCharts is restarted. | ||
===Include backup of logs from previous sessions=== | |||
Check this box if you restarted MultiCharts after the issue happened. | Check this box if you restarted MultiCharts after the issue happened. | ||
===Include rarely used files=== | |||
Check this box to include the Quik data source log files. | Check this box to include the Quik data source log files. | ||
===Open workspaces, desktops and active instrument settings=== | |||
Check this box if the issue is reproduced in a specific setup or if it’s script-related. | Check this box if the issue is reproduced in a specific setup or if it’s script-related. | ||
===Data for all instruments=== | |||
Check this box to attach data for all the symbols in your database. | Check this box to attach data for all the symbols in your database. | ||
We recommend sending data only for the active instruments relevant for reporting. | We recommend sending data only for the active instruments relevant for reporting. | ||
===Data for active instruments in the open workspaces=== | |||
Check this box to attach the data plotted in the open workspaces. | Check this box to attach the data plotted in the open workspaces. | ||
Instrument data is required when reporting incorrect data plotting or script calculation issues. | Instrument data is required when reporting incorrect data plotting or script calculation issues. | ||
===Include tick data=== | |||
Check this box to attach tick data if it’s important to reproduce the issue you’re reporting. | Check this box to attach tick data if it’s important to reproduce the issue you’re reporting. | ||
===Active indicators in the open workspaces=== | |||
Check this box to attach scripts of the indicators used. Always check this box when reporting an indicator script calculation issue. | Check this box to attach scripts of the indicators used. Always check this box when reporting an indicator script calculation issue. | ||
===Active signals in the open workspaces=== | |||
Check this box to attach scripts of the indicators used. Always check this box when reporting a signal script calculation issue. | Check this box to attach scripts of the indicators used. Always check this box when reporting a signal script calculation issue. | ||
<div class="note">We do not use your scripts for any purposes other than investigating the reported issue. Scripts are not stored on our end after the issue is resolved.</div> | <div class="note">We do not use your scripts for any purposes other than investigating the reported issue. Scripts are not stored on our end after the issue is resolved.</div> | ||
===Custom resolution plugins=== | |||
Check this box if the issue you’re reporting is reproduced on a custom resolution chart. | Check this box if the issue you’re reporting is reproduced on a custom resolution chart. | ||
===Upload collected data to Help Desk=== | |||
Check this box to send an email with the report and selected data to the support email. | Check this box to send an email with the report and selected data to the support email. | ||
Uncheck this box to save the report on your machine without sending it to the support email. | Uncheck this box to save the report on your machine without sending it to the support email. | ||
[[Category:FAQ]] | [[Category:FAQ]] | ||
Revision as of 15:18, 17 June 2024
If you experience any technical issues when using MultiCharts, please send us a report via the main MultiCharts window → Help → Feedback.
The support team will respond to the report as soon as possible during the working hours.
If the platform is not responding you can send a report via the Windows Start menu → MultiCharts folder → Feedback.
What do I put in the description field?
In the description field describe the issue in as much detail as possible.
Specify the date and time when the issue happened.
If it’s related to orders, specify the Broker Order IDs of the orders in question. You can find it in File → New → Order and Position Tracker → Logs tab.
Which boxes do I check?
Attach a screenshot
Check this box to demonstrate the issue. If you have a multi-screen setup, screenshots of all the screens will be attached.
Make sure the issue is highlighted.
If necessary, send additional screenshots to our support email.
Attach log files to help us understand what happened
Log files contain information about internal MultiCharts processes. We recommend always checking this box when sending reports.
See How to Enable Extended Logging
Attach minidump for crash analysis
If the platform crashed, or it’s not responding, check this box when sending a report. Minidumps contain information about the crashed process.
It is important to collect dumps at the moment when the issue is reproduced, before MultiCharts is restarted.
Include backup of logs from previous sessions
Check this box if you restarted MultiCharts after the issue happened.
Include rarely used files
Check this box to include the Quik data source log files.
Open workspaces, desktops and active instrument settings
Check this box if the issue is reproduced in a specific setup or if it’s script-related.
Data for all instruments
Check this box to attach data for all the symbols in your database. We recommend sending data only for the active instruments relevant for reporting.
Data for active instruments in the open workspaces
Check this box to attach the data plotted in the open workspaces. Instrument data is required when reporting incorrect data plotting or script calculation issues.
Include tick data
Check this box to attach tick data if it’s important to reproduce the issue you’re reporting.
Active indicators in the open workspaces
Check this box to attach scripts of the indicators used. Always check this box when reporting an indicator script calculation issue.
Active signals in the open workspaces
Check this box to attach scripts of the indicators used. Always check this box when reporting a signal script calculation issue.
Custom resolution plugins
Check this box if the issue you’re reporting is reproduced on a custom resolution chart.
Upload collected data to Help Desk
Check this box to send an email with the report and selected data to the support email. Uncheck this box to save the report on your machine without sending it to the support email.
