How do I report an issue?

If you do not find the solution after checking our winIDEA Help, Knowledge Base or Tutorials, contact the Support team and follow the steps below:

Report a technical issue:

1. Go to Help / Support / Technical Support in winIDEA.

Generate a Support (WSB) file. Depending on the issue attach following files:

• Download Files  - For general issues

Support team will run your application and try to reproduce the issue. A minimal sample application that reproduces the issues is usually enough to solve it. NDAs are signed with most of our customers for this particular purpose.

• Analyzer Files (trace recording .TRD file) - Select for trace related issues.

• Add Custom Files if needed: 
  • ORTI file or/and an OS description XML file - For operating system related issues
  • IYAML file - For testIDEA related issues
  • Python script - For isystem.connect issues

2. Attach the SUPPORT.WSB file to your communications with iSYSTEM Support staff. 

The Support team will use the generated support file to replicate and inspect your workspace settings. The crash dump file is also located in the WSB.

3. Provide a detailed description of your problem.

Add the following information to your support ticket which will speed up resolving your issues:

• Hardware type and winIDEA version
• The exact steps to reproduce the issue
• Has the problematic functionality ever worked in the past? If it did, what changed?
• Do you have any internal or external watchdogs enabled? In case of HW issues, have you tried switching HW combinations (cable, adapter, emulator, target, PSU)?
• Photo of your setup
• Schematic of your target board

Failing to provide all the needed information in the initial support ticket will result in additional correspondence and prolonging the time to solution of your issues.