This page explains how to get us the most useful information so we can assign it to the correct coder to fix it quick and easily.

Please do not email directly and always use the Ticket System.  Thank you!


If you think you are having a CodeMeter Licensing Issue see These Pages first!

If a recent update seemed to cause the problem then grab an older version first to compare to.
You can always find older versions on the Download page and here is a DIRECT LINK to it the FTP with Legacy installers


Next, make sure you have the latest versions of all related software including the CodeMeter Runtime.

https://www.wibu.com/downloads-user-software.html

Also make sure you have the latest version of BaseHead or Injector

http://www.baseheadinc.com/downloads/



After the above is taken care of.....

Try wiping your preferences cuz 95% of problems can be fixed with pref wipe.

You can find out how to do this on the FAQ pages for both PC and Mac.



2nd step:

If the problem still occurs...Fill out a 'Support Ticket', buy clicking "+New"  at the top right of this page.

Also, provide some some sort of proof of the crash cuz telling us "It's crashing a lot" doesn't help at all....8)

Send as many Screenshot or Video captures shot on your phone if you can.

Make sure the crash is reproducible and didn't only happen just once before you report it please..  ;-)

We need solid evidence of the crime.  Without a dead body, there was no murder.....haha

Send this evidence in the format below....

A)  A System Crash log and also a crash log BaseHead created directly after the program crashed. (see below how to make one)

     Try to capture the problem at least twice and look at both logs to make sure you see the same info at the end of both logs.
      If not, it wasn't the same crash probably..


B)  steps to reproduce the problem.  If you can figure out how to re-create it 100% of the time tell how like this...

      1.

  ,   2.

  ,   3....

C)  a video shot on your phone or using screen cap software showing it tanking.  

     We prefer to watch a video then read a lengthy ticket any day...8)
D) source files used that are causing the problem zipped up if only some files seem to be affected.  
 Even if you think it happens on all files we still need these




Where are the Crash logs located?


version 5.x PC

MyDocuments\Basehead 5.x\Debug.log

version 4.x PC

MyDocuments\Basehead 4.x\BaseHead<user>.log'



version 4.x and 5.x Mac:

Users/<user>/Documents/BaseHead 4.x/Debug.log

Users/<user>/Documents/BaseHead 5.x/Debug.log



Mac Users:

Send us an Apple Crash log also along with a BH Create one.
We need both to troubleshoot macOS problems.



PC Users: also submit a .evtx file from your Windows Event Viewer.  
Just select the most recent events that seem to be the errors.  Usually the Red ones....8)
Then right Click and select "Save Selected Events" and attach this file to the ticket.




Multiple Bugs?

If submitting multiple bugs in one ticket, then number them also.

1.

2.

3....


Etiquette:

Keep the support tickets short and sweet and to the point.

Please leave all extra drama out of them like ex."the program is worthless until this is fixed.....This is a deal breaker!"  etc....

Comments like that will get your ticket put on the back burner or deleted.....haha

Keep it positive, stick to the facts, provide evidence and be patient.  Your bug will get resolved in a timely fashion....8)