Reporting Issues

When reporting issues to the Support Team, there is information that is required in order to investigate the problem. 

Although it's tempting to think that if you found an issue,  it's easily reproducible/every User has the same problem, this is not always true, and apparently irrelevant details may be the difference between coming across an issue, or not at all.

Saying this, it's essential that when reporting an issue, that users provide the following information:

  • The (software) version installed. If the issue refers to a Plugin, also include the Plugin version.
  • The OS version used.
  • A detailed description of the steps taken, that lead to the incorrect behavior/result.
  • The result expected.
  • The result obtained.
  • If/when possible, please include a video showing the issue being reproduced. You can also use the Windows Step Recorder to record the workflow.
  • Screenshots of any error message returned by the software and or OS.
  • If the issue is file specific, If/when possible, please provide the sample file.

On occasion, the Support Team may ask you for additional information,concerning the computer. Usually, this would be:

  1. ARES Product and Product Version.
    It can be found via the About... dialog in the ?- or Help menu. (e.g. 19.2.1.3137). The  dialog is also shown, when you type in _ABOUT via the command line. You can also send us an screenshot (Press ALT+ PRINT-Key) here.
    The product version is also displayed, when you type BUILDVERSION at the command line.
  2. Operating System and Platform
    (e.g. Windows 10 x64 or macOS 10.15.1 Catalina)
  3. Detailed Description with Steps
    Add the command sequence that leads to the bug to your problem description. Also recorded movies can be helpful for complex command sequences and problem with the drawing display or selection issues.
  4. Drawing and Sample-Files
    Please add the files that are required to reproduce the bug  (Note: Files will be handled confidential and only used for internal bug reproducing purposes).

Notes for File Attaching:
In general it is recommended to pack your files (e.g zip-archive). For files are larger then 20 MB please use in a cloud storage and send us a download link.

Notes for Display and Startup Issues:
Please add for these issues the gl_info.txt-file with your graphics adapter settings. It can be found under Windows via pasting the follow expression "%AppData%\..\Local\Temp\ARES Commander Edition_temp" into the address bar of the Windows Explorer.
If you could start the application you can also type TEMPPREFIX into the command line window. I also display the correct folder location of gl_info.txt.

Also your System Information could be helpful:
Windows:

Open a Command Line window in Start/ Run. 

Type ‘msinfo32’ (without quotes) and press enter.

File/Save. Enter a name and save the .NFO file on your Desktop.

Application log:

Windows Start /Run button (in then Windows toolbar)

Type ‘eventvwr’ (without quotes) and press enter.

Expand'Windows logs'.

Right click on ‘Application’ and choose ‘Save All Events As...’

System log:

Windows Start /Run button (in then Windows toolbar)

Type ‘eventvwr’ (without quotes) and press enter.

Expand'Windows Logs'.

Right click on ‘System’ and choose ‘Save All Events As...’

Under macOS:
Here you can save system information via the Apple Symbol at the top left of your screen. Under the item "About this Mac" and in the upcoming dialog under the "System Report..."- button you can start the System Information Tool. Here you can save a SPX-file via File-->Save... .

To open System Information and display the system report, click the Launchpad icon in the Dock, click Other, then click System Information.

In the System Information app on your Mac, do any of the following:

  • Print a system report: Choose File > Print.
  • Save a system report: Choose File > Save, then enter a name and choose a destination for the report.

View system information in About This Mac

You can view information about your Mac, including the model name, the macOS version you’re using and more.

In the System Information app on your Mac, choose Window > About This Mac, and then click any of the following.

  • Overview: View the specification information about your Mac.
  • Displays: Get information about displays connected to your Mac.
  • Storage: View how much of your storage device is being used and the types of information stored. See available storage space.
  • Memory: View the amount of memory installed on your Mac and how many memory slots you have available for a memory upgrade. Depending on the model of your Mac, you may not have a memory pane.
  • Support: Get access to support resources for macOS software and Mac hardware.
  • Service: Check the service, support and repair options for your Mac.

Please send your bug report to [email protected]

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