How to report a problem

Created by Christopher Tuzzeo, Modified on Wed, 30 Aug 2023 at 09:39 AM by Christopher Tuzzeo

We understand that sometimes you will need to report a problem or have a question that you need assistance with. Perhaps the problem is intermittent or maybe it's complicated to explain. Please read below about some techniques that you can use to help us to help you.

Record a video of the issue

A picture speaks a thousand words, and a moving picture even more so. If you are able to send a video of the issue then it can help a lot. We don't mind how you record the video, but if you're not sure what to use, then consider using Loom. This free-to-use (on the Starter license) software is simple to use. It allows you to record your screen and easily provide a commentary to explain the problem. It is also convenient to start recording. When Loom is installed then it sits in your system tray until you need it, and then you can quickly record a problem when it happens.

When making a recording, we understand that you may not want to record your whole screen (for privacy reasons, etc). That's fine. But if you choose not to record the whole desktop then please include the clock, ie from the system tray. Seeing the time can be very useful to investigating many problems.

Capture the logs

Basic logging is enabled by default for CallSights. You can access the logging directory by loading the Configuration, going to the Log page and, next to Application logs pressing the "Show..." button. The directory will contain logs for the current session and previous sessions. It can be useful for us to receive the logs for a problem and ideally the logs will be for a period of time that covers the specific problem and not much more. If the problem is easy enough to reproduce, then you can get us minimal logs by following the following steps:

  1. Go to the log directory using "Show" button mentioned above
  2. Quit CallSights
  3. Delete all the files in the log directory so that you have a fresh start.
  4. Start CallSights and produce the problem 
  5. Copy the log files (ideally put them into a ZIP) and send them to us.

If you can capture a video of the same session that that would be perfect. This is part of the reason why we'd like to see the clock in the recording, so that we can correlate it with the logs.

It also also possibly to capture more verbose logging for a session. To do this, you will need to run CallSights with a special --verbose command line parameter. If you're not sure what we mean by this, or any of the above items, then please watch the video below. And you can then hopefully understand why we like to use video to explain things.

Video explaining how to report a problem

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