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 if you have a license that is using it.

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



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...Click "+New Ticket" at the top right of this page to create a support Ticket

Provide some some sort of proof of the crash and add as many Screenshots as possible OR Video 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 the 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?


PC USERS:

logs are located here depending on your version...

MyDocuments\Basehead 5.x\Debug.log

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



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.




MAC USERS:

logs are located here depending on your version...

~/Documents/BaseHead 4.x/Debug.log

~/Documents/BaseHead 5.x/Debug.log




Also include us an Apple Crash log also along with a BH Debug.log AND also your Console output like this when it crashed



Multiple Bugs?

New Rule: Please submit a different ticket per bug unless they seem related.  Thx!



Etiquette:

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

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

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