Problem Report Wizard

Macula software offers a comprehensive wizard-like tool for structured and detailed problem reporting. The tool is automatically installed at the same time as the product and is thus available on any machine on which Macula software is installed.

Access Problem Report Wizard via Start -> All Apps -> Macula -> Macula Problem Report Wizard (in Windows 7 and older versions, use Start -> All Programs -> software installation folder -> Tools -> Macula Problem Report Wizard); alternatively, use Windows Start Menu Search to locate the Problem Report Wizard in the programs menu.

Make sure you run the Problem Report Wizard on the right computer: it gathers information from the machine it has been launched on, and not from any of the servers connected via Macula Console or Macula Monitor.

Agree to deliver system files to GSF support and hit Next. You can check which files are being taken from your system by clicking on the information button next to the agreement checkbox. Note that GSF will not transfer your data to any third-party companies; all the information gathered is required to help GSF efficiently resolve the reported problems.

Enter your name and your email address so that the GSF support team can contact you. Click Next to proceed.

If you were asked by support team to generate a problem report, copy the ticket ID from the email communication and add it to the report by clicking the Problem description already provided button. This will help the support team to classify your report faster, and it will also guarantee that your report will go directly to the team member responsible for the thread.

If you are applying a new, unreferenced problem report, click the Add problem description button.

A short comprehensive wizard will guide you through the main issue categories, allowing you to choose the ones that are most applicable to your situation. You will be given the chance to enter error messages/codes, if there are any, and to attach snapshot(s). Make sure you provide the maximum amount of relevant information about the issue you are experiencing; always include snapshots if they are available.

You can add multiple descriptions to a single report. When you are ready, press the Send report button; the wizard will then try to send the report automatically.

If the server is offline, wizard will not be able to submit the report to GSF; instead, you will be invited to save the generated report locally. Press the Finalize wizard without upload button to finish.

Click Save report as file to save the compressed report on your computer; you are welcome to send it manually from any other computer to [e-mail]. Click Exit to close the wizard.