Correctly Report Errors, Malfunctions or Bugs

The following article is based on Robotmaster V7, however, this information can be used for other software.

Our support team does not expect users to troubleshoot errors independently.

However, providing a detailed explanation and a simplified session (Pack to Send) will expedite the resolution.

1. Recreate the problem.

2. Describe the problem as detailed as possible, if needed attach:

   1. Pictures.

   2. Videos.

   3. Version information and modules used.

3. Simplify the session to create a Pack to Send:

   1. Only keep operations where the problems are encountered.

   2. Delete extra CAD that is not needed.

   3. If the error is related to the device:

      1. Keep the Robot and Tooling files.

   4. If the issue is related to the task:

      1. Do not include Robot or Tooling files.

   5. If the error is related to the device, try to simplify the session as much as possible:

      1. Delete extra set-ups, extra programs that do not contain errors.

   6. Do not include a post processor unless it has been customized.

   7. Include error logs in the pack to send

   8. Logs can be found independently in the following folder:

      • C:\Program Files\Hypertherm\Robotmaster V7.XX\Robotmaster\logs

      • xxx_info.log

      • xxx_debug.log

      • xxx_trace.log

      • xxx_error.log

4. Give the file an intuitive name related to the bug:

   1. Correct: “Curve_Path_Scale_fail.rm”

   2. Incorrect: “Error.rm”

5. Make sure to attach the correct file

Note: https://intercam.atlassian.net/l/c/2qnontiB

User123: “Hello support team I have a session “error4.rm” of Robotmaster V7, and it breaks, could you please let me know what is wrong with it?”

User123 attached: “error.rm”

User 123 attached: “Figure”

The example above is incorrect because User123 failed to provide:

• Detailed explanation

• Simplified session

• Pack to Send

• User has attached “error.rm” but screenshot and explanation refer to “error4.rm”