topic Re: Reporting bugs directly to Graphisoft technical departme in Modeling

Reporting bugs directly to Graphisoft technical department

Anonymous — Mon, 16 Oct 2006 13:58:36 GMT

What’s the best way to report bugs? I don’t really feel that if I report anything to my reseller here it would actually get anywhere!
Is there a way of reporting bugs directly to Graphisoft’s technical department?

For example I think there are some really serious issues with some of the doors (especially storefront doors 10 which I have posted about on this forum) that not only makes them useless but also very dangerous to use, since they produce inaccurate elevations that might go to CD without noticing serious problems! I need to know that someone in Graphisoft is aware of this and working on a fix!

Re: Reporting bugs directly to Graphisoft technical departme

Erika Epstein — Mon, 16 Oct 2006 17:30:32 GMT

I've reported them directly to techsupport through Graphisoft's website and had excellent results.

Of course they are known as "incidents' or some such until they confirm it as a bug.

Re: Reporting bugs directly to Graphisoft technical departme

Anonymous — Mon, 16 Oct 2006 17:46:52 GMT

Erika wrote:
I've reported them directly to techsupport through Graphisoft's website and had excellent results.

how do you do that? do you write an email? or is there a form?

Re: Reporting bugs directly to Graphisoft technical departme

Erika Epstein — Mon, 16 Oct 2006 18:18:38 GMT

for the US

http://tr.graphisoftus.com/

I don't know if there is separate site for Canada, I think it is the same, but not sure.

Re: Reporting bugs directly to Graphisoft technical departme

Anonymous — Mon, 16 Oct 2006 18:23:35 GMT

thanks Erika,
I guess I have to fill out that long form every time! they couldn't have just provided an email address!

Re: Reporting bugs directly to Graphisoft technical departme

TomWaltz — Mon, 16 Oct 2006 18:33:16 GMT

I cannot say I blame them.... how many times here do you see responses to questions like "What OS?" "What AC version?" "What hardware?"

If your browser can auto-fill forms, it's not so bad.

Re: Reporting bugs directly to Graphisoft technical departme

SeaGeoff — Mon, 16 Oct 2006 21:09:29 GMT

My process is to first post the bug report here on ArchiCAD Talk, just to confirm others are experiencing the problem. Then I send tech support a very brief description with a link to the posts here. It can't hurt for them to see that the bug is reproducible and receiving public scrutiny.

Re: Reporting bugs directly to Graphisoft technical departme

TomWaltz — Mon, 16 Oct 2006 21:15:13 GMT

Geoff wrote:
My process is to first post the bug report here on ArchiCAD Talk, just to confirm others are experiencing the problem. Then I send tech support a very brief description with a link to the posts here. It can't hurt for them to see that the bug is reproducible and receiving public scrutiny.

It's also nice to know I have not messed up something simple... "Oh, I forgot to turn off the layer".... kind of things.

Re: Reporting bugs directly to Graphisoft technical departme

Anonymous — Mon, 16 Oct 2006 22:14:07 GMT

thanks for the advice everyone.
speaking of reproducible bugs this is the link to the doors problem http://archicad-talk.graphisoft.com/viewtopic.php?t=12642&highlight=
if more people want to look into it.

Re: Reporting bugs directly to Graphisoft technical departme

Erika Epstein — Mon, 16 Oct 2006 22:33:01 GMT

Hassanen wrote:
I guess I have to fill out that long form every time!

If you are lazy like me another way to do this is to run your bug reporter by clicking on it in your AC file. Then you only have to fill in the problem your experiencing. The bug reporter will automatically tell them all the systems info

Re: Reporting bugs directly to Graphisoft technical departme

Anonymous — Tue, 17 Oct 2006 13:45:23 GMT

Erika wrote:
another way to do this is to run your bug reporter by clicking on it in your AC file.

how do you run your bug reporter?

Re: Reporting bugs directly to Graphisoft technical departme

Erika Epstein — Tue, 17 Oct 2006 15:34:29 GMT

Find the folder where AC10 is installed. On windows its typically

C:\Program Files\Graphisoft\ArchiCAD 10

In the folder find the icon for the bug reporter (GSReport.exe) and either double click on it or right click and chose run as.

If you ever crash and the bug reporter doesn't automatically start up, manually running the bug reporter gives graphisoft techsupport the snapshot of your computer they want. Be sure to fill out as much info as you can.

Re: Reporting bugs directly to Graphisoft technical departme

Jefferson — Tue, 17 Oct 2006 16:19:37 GMT

Hi Erika -

I have only now, in 10, started using the bug reporter. It seems much more streamlined than in 8.1, and therefore I presume-hope works better. My question is are-do you receive feedback from a bug report? My experience is nada.....whereas if I report directly to tech, [I have only bothered a couple of times. Usually I just grumble-rant-whine and press on.], I have received responses. Obviously the bug reporter is a simpler and more complete way to go, generating a complete picture of your system for analyzation, if it works. Perhaps Geoff's method of copying a link to a topic here into the comments is best bet......just curious.

Re: Reporting bugs directly to Graphisoft technical departme

Erika Epstein — Wed, 18 Oct 2006 16:49:30 GMT

Jefferson wrote:
Hi Erika -

do you receive feedback from a bug report? My experience is nada.....whereas if I report directly to tech, [I have only bothered a couple of times. Usually I just grumble-rant-whine and press on.], I have received responses.

Unfortunately no. Using the bug reporter only generates a reference number. I have experienced that either way of reporting they will call for more info and/or a sample file if needed. Alas, to find out the results i.e. is it an official bug still requires that you follow up by calling your reseller or tech support.

to quote you

Jefferson wrote:
grumble-rant-whine and press on.

Re: Reporting bugs directly to Graphisoft technical departme

Jefferson — Wed, 18 Oct 2006 18:58:05 GMT

grumble-rant-whine and press on.

somehow I knew I wasn't the only one with this tried and true response...........

Re: Reporting bugs directly to Graphisoft technical departme

TomWaltz — Wed, 18 Oct 2006 18:59:38 GMT

Jefferson wrote:
grumble-rant-whine and press on.
somehow I knew I wasn't the only one with this tried and true response...........

You mean there's another way??

Re: Reporting bugs directly to Graphisoft technical departme

Jefferson — Wed, 18 Oct 2006 19:05:29 GMT

Well now Tom, from the looks of your avatar one might surmise some enlightened higher plane sort of approach ..........or is that a disguise?

Re: Reporting bugs directly to Graphisoft technical departme

__archiben — Wed, 18 Oct 2006 21:29:39 GMT

Jefferson wrote:
Perhaps Geoff's method of copying a link to a topic here into the comments is best bet......just curious.

i think that's a great idea - it helps confirm the bug and show graphisoft that it's not limited to one obscure user somewhere: i.e. take it seriously goddamn it!

keep pinging off the crash reports though: i seem to recall greg kmethy saying somewhere here that the 'crash'-type bug fixes are prioritised by the number of crash reports they get for each . . .

~/archiben