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Topic ClosedForum FAQ: BUG Reporting Guidelines

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DJEP Alex View Drop Down
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Official Support Staff


Joined: October 09 2010
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Direct Link To This Post Topic: Forum FAQ: BUG Reporting Guidelines
    Posted: May 11 2014 at 7:18pm
DJ Event Planner is constantly growing with new features and tools being added all the time... this means sometimes bugs will happen.
If you find a bug we kindly ask you to follow this guidelines on how to post a bug report.



Guideline 1) First things first ... we need the exact steps to reproduce the issue.
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Please ensure you tell us exactly what you were doing when the bug occured. Which page were you on? What button did you click? What did you enter? 
The more information you can provide the better



Guideline 2) You MUST provide an Event ID / Client ID
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You may find you can make the bug happen on every event or client ... but that doesn't matter.
We need an Event ID or a Client ID we can view on your account.
Failure to post one may slow down support.... as we have to post a thread asking you! Save us and yourself some time by posting the IDs required.



Guideline 3) Error Codes - Copy and paste them
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Usually if an error or bug occurs, a code will show on the screen. It is extremely helpful to us if we know what code was shown. Where possible please copy and paste this into your bug report.
(Although not always vital, it can speed up things)



Guideline 4) Website Tools - Provide a link to the website where you have your tools!!!
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If you are experiecing an issue with a website tool ( such as the Contact Forms or Instant Quote generator ) and you have these tools on your website.... PLEASE post a link to the page where we can find the tools.
It's no good posting something like " djeventplanner.com" , it's much more helpful if you post the full url like this "djeventplanner.com/contact-us"



Guideline 5) Post what Browser and Operating System you are using.
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Nice and straight forward ... let us know what Browser and Operating System you are using.
For those who are not "techy" your operating system will usually be something like: 
Windows XP, Windows 7, Windows 8, Mac OS 10.5 (Leopard) Mac OS 10.6 (Snow Leopard) etc... 

Your browser could be either  "Internet Explorer, Chrome, Firefox, Safari ...etc "
Where possible please include the version number of the browser as well.



Guideline 6) "It's not showing correctly on my screen" .... try a refresh first!
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Visual bugs can happen and usually this is because of two things 
1) We've made a change to the code or layout within DJ Event Planner
2) Your computer is "caching or storing" an old copy of the stylesheet used to make DJEP look pretty.

Before posting bug reports about visual issues... please try hard refreshing your browser.
The method to do this varies browser to browser but most of the time you can press CTRL+F5 if you're windows or  CMD+R  is you're using a mac.
Mobile Devices will vary too! 
If you don't know how to hard refresh your browser a good website to check out is:  http://www.refreshyourcache.com/en/home/

If after clearing your cache and refreshing your screen you are still seeing the bug see Guideline 7...


Guideline 7) Visual Bugs - Grab a screenshot if you can.
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Refreshing didn't work and the bug is still there?  Then please try to include a screenshot when posting the bug.
If you don't know how to take one check out:   http://www.take-a-screenshot.org/
You'll need to upload this to an image sharing site and then post a link to the image in your forum thread.   Dropbox is a good for this... and handy FAQ on how can be found here: 



Guideline 8) "It happened a few days/weeks ago" .... Sorry but thats a little too late
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Whereever possible if a bug or issue occurs, try to post it on the forum as quickly as possible.
This allows us to access relevant logs and files in time to see what has happened.
If an issue or bug occurred a few days or a week ago, but not since then it's likely that the incident was an isolated one.  Should it happen again, post on the forum ASAP following the guidelines above.



Guideline 9) Inappropriate use of language - Abusive and Obscene Words.
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This isn't so much a guideline as a "Forum Rule" and users will find the staff at DJ Event Planner feel very strongly about this.
We understand that people get upset, we all do... we're all human! 
And that is the thing to remember, the staff at DJ Event Planner are human too.

We will NOT tolerate inappropriate or offensive language! 
Inappropriate or offensive language includes, but is not limited to, any language or content that is vulgar, obscene, abusive, defamatory, harassing, hateful, profane, slanderous, violent, or contains racially, ethnically, or otherwise objectionable content.

You don't tolerate inappropriate or offensive language in your business so we don't either!
We will always go the "extra mile" to help if you are courteous and respectful ... however we reserve the right to refuse support should you break this guideline.
Users will be given a one time only warning should they break this guideline.




In a nutshell, provide as much information as you possibly can and be polite! The more information you can provide the quicker we can track things down and help. The staff will assist in every way they can but you need to provide some info to us too, unfortunately however much we wish we were, we're not psychic ;) 


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