Don't allow an error message to get the best of you!
When one of your users receives an error message, it is not unusual that this elicits some panic on their part and, as the solution provider, you may get a barrage of calls or emails asking for that issue to get fixed ASAP.
In all instances it’s important to understand the error type, the cause/trigger, the user’s environment and, hopefully, a way to reproduce the problem yourself.
Here are the common diagnostic steps we’d recommend following:
1. What does the error dialog say?
Normally, the title bar on the error message window shows you where the error has originated.
Internet Explorer error:
looksoftware IDE error:
Macro or Script error:
Knowing where an error has come from will help narrow down the source of the issue or at least identify a place to focus any further investigation.
2. Does this happen for multiple users or just one user?
If the problem is occurring for just one user (PC) is there a difference between this one machine and others? For example: Different version of Windows, different firewall settings, etc.
If the error occurs on multiple PCs then you can look for common elements such as the version of Windows.
3. Does it always happen at the same place within the application or does it happen in different areas?
Knowing whether the error occurs in a specific area of the application helps to isolate the issue, and further testing within this area can be very effective.
4. Can the problem be replicated?
For example, if the user navigates to a certain screen will the problem occur immediately?
If a developer can replicate the problem on his/her own machine then this means that further testing can be done without the need for the user’s involvement or their machine.
5. Has this problem started happening recently and if so were there any changes made that coincided with this problem occurring?
Recent changes that might coincide with the problem occurring could be Windows updates, solution updates or network/firewall changes.
The above steps should assist in significantly narrowing down errors encountered by end users. However, if you still require assistance, looksoftware support would be more than happy to help. The more information you can provide us, the quicker we’ll be able to assist in resolving the issue.
When contacting looksoftware support be sure to provide us with the above information along with the product name (i.e. developer, smartclient, thinclient) and version number/build date, screen captures or a video recording that shows the error. The version and build date information can be found in the Help | About menu within the IDE.