How to submit problem reports for ON1 Mobile and the 360º service

Pinned

Brian Lawson Community moderator

• June 30, 2020 16:36

Here are the instructions given to the testers for submitting problem reports. I thought I'd post it here for those having problems to reference.

1. A detailed description of your experiences, including screenshots and screen recordings if applicable.

2. Mobile Related Issue: Screenshots and or video recordings are very helpful. We also need the log file. 

• Inside the mobile app select the 3 dots in the upper right > General Settings > Share Log (attach this file with your email description. 

Desktop Related Issue: Attach the log file (Inside Photo RAW go to Help > Show ON1 Log > Save)

• Attach the Sync.Settings file

• Mac: Goto the User level Library, ~/Library/Application Support/ON1/ ON1 PHOTO RAW 2020 and find ON1Sync.settings 

• The User Library is hidden by default. Open a new Finder window, then press and hold the Option key on your keyboard while you click the Go menu at the top of your screen. Select the Library option which appears. From there, you can continue into the Application Support/ON)

• Windows: Goto C:\Users\<User Name>\AppData\Roaming\ON1\ON1 Photo RAW 2020\ON1Sync.settings

• Please note, App Data is a Hidden Folder on Windows. Please make sure you enable hidden files and folders on your machine so you are able to open this folder: http://windows.microsoft.com/en-us/windows/show-hidden-files#show-hidden-files=windows-7

And attach your system profile: 

• Mac: Apple Menu > About this Mac (screenshot this)

• Windows: And please attach a copy of your system report.

• 1. Please press Windows Key + the letter “R” on your keyboard to bring up the to open the Run command window 

• 2. Type “msinfo32" in the Open field and left-click OK 

• 3. While viewing the Microsoft System Information summary, go to File then choose Save (Please do not use Export) 

• 4. Save your MSINFO32 report as “msinfo32.nfo” on your desktop to easily locate it after. It can take up to a minute to generate a report. 

 

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  Jens Hartmann

  • June 30, 2020 18:46

  And where should we send that information?

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  Rick Sammartino Community moderator

  • June 30, 2020 19:01
  • Edited

  This is the same link that's on the bottom of this page (Submit a Request) and in the Photo Raw Help menu under 'Provide Feedback'.

  https://on1help.zendesk.com/hc/en-us/requests/new

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  Wolfgang Werner

  • July 02, 2020 23:15

  Would be nice to have a section for each

  - Mobile

  - 360

  because there seem to be some problems, each

  Wolfgang

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  Brian Lawson Community moderator

  • July 02, 2020 23:34

  I'll ask Kahlie if they can get their web guys to set that up.

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