Report a platform-related issue to Support
See the Productsup best practices for reporting issues to support to let us help you faster.
Best practice
Whenever you notice an issue related to the platform UI, processing, or network, we recommend reporting it to our Technical Support Specialists Team to let them resolve it faster.
In this document, you can find a guide to creating a detailed report of an issue.
Try to resolve an issue before reporting
Resolving an issue yourself is often faster than reporting it and waiting for the Technical Support's response. Before submitting a report, try the following steps that may help you resolve an issue on your end:
Clear cache and cookies: Clear your browser's cache and cookies to resolve interface glitches caused by the data stored in your browser.
Test different browsers: Login to the platform in a different browser to see if the issue occurs in a specific browser.
Disable browser extensions: Temporarily turn off extensions as some of them may interfere with the platform functionality.
Check your network: Ensure your internet connection is stable. If possible, switch between networks, such as Wi-Fi and mobile data.
Review the platform status: Check our Platform status page to learn if there is a platform-wide outage or if updates are in progress.
If the issue persists after you take these steps, gather the following information and send a detailed report to the Technical Support Specialist Team. Our specialists will investigate the issue and resolve it efficiently.
Prepare the report
To resolve an issue faster, we recommend providing the following information points required for a complete assessment of the issue:
Preconditions.
Steps to reproduce.
Expected result.
Actual result.
First encountered date.
You can add console and network logs, screenshots, videos, error messages, and platform links. The following sections provide detailed information about each report component.
Preconditions
In the beginning of your report, provide the context for the occurred issue:
Browser or device: Does the issue only occur in one browser or device, such as Chrome or Safari?
User role: What role are you logged in with, Admin or User?
Scope: Is this issue global or specific to certain entities? For example, specific sites, user accounts, or pages.
Recurrency: Have you experienced this behavior already?
Steps to reproduce
Explain how we can recreate the behavior:
Describe your aims: What page were you on, and what did you intend to do? Provide valuable links and screenshots when applicable.
List the steps precisely as you performed them: What buttons and fields did you interact with?
Example:
Go to Exports.
Select the Add export button.
Expected result
Describe what you expected to happen after completing the steps above.
Example:
The list of exports opens to let me add an export to the site.
Actual result
Describe what happened instead. Was there an error message? Did something fail to load, or was it displayed incorrectly?
Example:
The Add export button became unresponsive, and the page with the exports didn't open.
First encountered date
Provide the date when you first noticed the issue. If this is a new setup or feature, specify whether it has worked before or if the issue occurred from the start.
Provide console and network logs for UI issues
It's important to provide console and network logs for issues related to the user interface (UI), such as missing elements or non-functioning buttons. Here’s how to retrieve and share the logs.
Retrieve Console logs
Open your browser's Developer Tools and go to the Console tab.
Reproduce the issue while keeping the Console open.
Once the error occurs, you will see messages in the Console log.
Save the log file and attach it to your report.
Retrieve Network logs
Open your browser's Developer Tools again and go to the Network tab.
Reproduce the issue while keeping the Network open.
Turn on Preserve Log and reload the page.
Once the issue occurs, export or save the log as HAR.
Attach it to your report.
Additional information for your report
The more information the Technical Support team has, the quicker they can help. Attach the following additional data to your report:
Screenshots or screen recordings: Take a screenshot or video of the issue and include it in your report.
Error messages: If an error message appears, include the exact text of the message.
Platform links: Copy the link to the pages where the issue occurred.
Submit your report
Once you have gathered the above information and attachments, submit your report to support@productsup.com. Our Technical Support Specialist Team will review your submission and follow up with the next steps.