This article will explain how to provide us with the information we require when you want to report a problem.
Intended Audience: Straightsell Customers
Identify what kind of problem it is
Your problem could be relating to one of two things, either its an application problem or a integration problem. An application problem is one that relates to the core functions that CatalogueLINK performs and if an error message is displayed orthe program is not functioning as it normally does in some way. An integration problem is one that relates to the connection between the accounting system and the website.
Examples
- A CatalogueLINK application problem: Open CatalogueLINK Upload, click Import, select Items, click Continue and an error of XYZ is displayed.
- A CatalogueLINK integration problem: In the Accounting System, Customer ABC gets Price $999 for Product Code 123 when doing a dummy order. When you log into the website as Buyer Reference ABC, Product Code 123 is $555. This is still the case after using CatalogueLINK Upload to Import and Upload Items, Customer and Pricing. Customer ABC has Upload Financials set to Yes in CatalogueLINK Upload - Customers.
Summarise the problem and how we can replicate it
- Document a summary of what the problem is, and note down the series of steps you take to see it so we can use this to replicate it for troubleshooting purposes.
- Take screen shots of the error message or any relevant windows in the accounting system and/or CatalogueLINK Upload or Download.
- Next we need to locate your CatalogueLINK log files. If your CatalogueLINK Upload is version 3.0.8.0 or CatalogueLINK Download is 3.0.7.0 or newer: click Help - Open Log Folder.
- Otherwise, close CatalogueLINK Upload/Download and browse to your CatalogueLINK Log File directory and sort the files by Date Modified.
- Select all six files (or the six updated most recently) then Right click Send To Compressed (Zipped) folder. This will create a compressed file. Name this file WebsiteName-YYYYMMDD.
- Create a new ticket in the Report A Problem section of the Straightsell Help Centre and fill in all required text fields and attach your screenshot and log files.
Your CatalogueLINK log folder may vary. The following folders are the defaults for CatalogueLINK installations depending on the architecture of your WIndows installation:
- 64 Bit Windows: C:\Program Files (x86)\SEL\CatalogueLINK\log
- 32 Bit Windows: C:\Program Files\SEL\CatalogueLINK\log.
Your CatalogueLINK version number is located in the lower left hand corner of each program's window.
Snipping Tool is built into all versions of Windows 7 and up. See this guide on how to use it to take screenshots.