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What to Send Us When You Raise an Issue

A request that arrives with the information below can usually be diagnosed straight away. Without it, we have to come back to you for the basics before the investigation can start.

Always Include

  1. The PackageId from chmetadata.json, and the package name and version if the file carries them. The PackageId is the one that is always there and identifies your package exactly. See Rolling Back a Change.
  2. The application name and version, as the application itself reports it.
  3. The machine name, its operating system version, and whether the application is deployed per-machine or per-user.
  4. What you were doing, what you expected, and what happened instead, in that order.
  5. The exact wording of any error message, or a screenshot of it. The wording and any error number are what identify the fault, so "it threw an error" is not enough to work from.
  6. Any change you made, and whether it was made in the base package, only on the affected machine, or both. This tells us straight away whether we are looking at a fault or at a change that a redeployment undid.
  7. When it last worked, and what changed in between. Include your own changes, operating system updates, and any security or policy changes.
  8. Whether it affects every user or only some, and every machine or only some.
  9. Whether the same action works when the application is installed normally, outside the Compatibility Package, if you have a machine where you can test that. This single answer often halves the investigation.

Include If You Can

  1. The application's own log files.
  2. Screenshots, or a short screen recording, of the steps that reproduce the problem.
  3. Windows Event Viewer entries from the Application and System logs, from around the time of the failure.
  4. Whether the problem still happens after the machine is restarted.

Note: If diagnostic logging from inside the container is needed, we will arrange it with you on a call. It is a change to the package configuration, so we make it and reissue the Compatibility Package, rather than asking you to edit anything.

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