Bug Reporting

Sadly, bugs are an inevitable part of the development process and even though we try very hard to catch them all before we release the newest version, they sometimes manage to flee our attention. For this case, we would like to ask you for help with discovering them. To simplify the process of reporting a bug, we prepared some guidelines for you. Following these will lead to us being able to fix the problems faster and you having bug-free software quickly and easily.

There are two use cases which might occur whereas each requires a different approach:

• interface issue (inactive buttons, design flaws, other inconsistencies, etc.)
• communication issue (red flash message: Server Error or RCC Error pops up, or problems with Redlike Helper)

Interface Issue

If the bug concerns some Redlike Client functionality or design, the following steps need to be taken:

1. Simulate the Situation

If the problem happened a while ago, please perform exactly the same actions as you have before to simulate the bug. After successful reproduction, please turn Redlike Client off.

2. Collect Log Files

In most cases, all you need to do is to open Redlike Helper and click on the button “collect log files”. You will be prompted to save a .zip archive with a predifined name. Remember where you are saving it – we need you to send those files to us.

3. Make a Screenshot

If applicable, please make a screenshot to demonstrate what the problem is. You may also edit the picture and highlight what bothers you.

4. Create a CRM Ticket

Having gathered all necessary data for bug report, please create a CRM ticket in our system or send us an email to support@deso.cz

In the ticket/email, please include:

• exact date and time of the bug occurrence
• collected log files
• screenshot
• as exact description of the problem as possible
• Teamviewer ID and password and instructions when we may connect

Communication Issue

There might be an internal communication issue within Redlike. If this happens, there is going to be a red flesh message announcing either:

• Server error – there is a client – server communication problem (connected to the database(s))
• RCC error – there is a client – rcc communication problem (connected to the machine or other devices)

1. Activate Debugging Mode

Problem in communication requires more detailed information about what exactly is going on. In order to get more information, we need to activate the debugging mode and afterwards, it is crucial to simulate the error once again!

Always set the debug mode on Client and the respective component that the error announces (Server or RCC).

How to active debugging mode:

• Client:
  • open this file in Windows: C:\ProgramData\DESO\redlike\client\config.json
  • open this file in Linux: ~/Deso/redlike/client/config.json
  • rewrite the value (default: “warn”) of logLevel to “debug“
  • restart Redlike Client
• Server:
  • open this file in Windows: C:\Program Files (x86)\Deso\Redlike 2\Server\log.ini as admin
    • if the folder Program Files (x86) is not present, open folder Program Files
  • open this file in Linux: ~/opt/deso/server/log.ini as admin
  • rewrite the value (default: “INFO”) of logger_root level to “DEBUG“
  • restart Redlike Server
• RCC:
  • open this file in Windows: C:\Program Files (x86)\Deso\Redlike 2\RCC\log.ini as admin
    • if the folder Program Files (x86) is not present, open folder Program Files
  • open this file in Linux: ~/opt/deso/rcc/log.ini as admin
  • rewrite the value (default: “INFO”) of logger_root level to “DEBUG“
  • restart Redlike RCC

2. Follow All 4 Steps Described Above

3. Deactivate Debugging Mode

If you leave this setting on debug level, Redlike will create huge log files up to 0,5 GB size. Therefore, if you want to avoid uneccessary data overload, please return the settings back to “warn”.