How to report a problem to the Cubik Helpdesk

Should you encounter a problem that you would like to report to the Cubik helpdesk, it really helps us respond in the most timely and accurate manner if you provide us with as much information as you can about the problem you have.

As well as giving us as detailed a description as you can, there are three specific things that help more than any.

URL

URL stands for Uniform Resource Locator; and it’s simply the entire contents of the Address Bar in your web browser.The importance of this is two-fold: firstly, we get an exact link to the page where an issue was first encountered, rather than spending unnecessary time attempting to navigate to the page manually; and secondly, some of our URLs contain what is called a GUID, which is the unique identifier of the page – having this is highly beneficial to the troubleshooting methodology we employ.

If your problem relates to a specific page, you must send us the URL of the page so that we can help you.

Copying the URL can be done by doing the following:

Windows

1. Click on the Address Bar of your browser.
2. Whilst holding Ctrl press A, which highlights the entire contents;
3. Then hold down Ctrl and press C to copy the highlighted URL;
4. In your newly created email to support@cubik.co.uk, hold down Ctrl and press V to paste the URL into the body of the email.

Mac OS X

1. Click on the Address Bar of your browser.
2. Whilst holding Command press A, which highlights the entire contents;
3. Then hold down Command and press C to copy the highlighted URL;
4. In your newly created email to support@cubik.co.uk, hold down Command and press V to paste the URL into the body of the email.

Screenshot

A screenshot is a snapshot of your screen’s contents, much like taking a photograph. This is very useful to us, especially in getting an idea as to how a page is being rendered on the computer where the issue was encountered. Sometimes, we are unable to replicate the problem you’re encountering, so we may ask for a screenshot in some cases.

Taking a screenshot is relatively simple, although there are many different ways of taking one. You may already have your own methods for this, but a simple approach is to:

Windows

1. Maximise the browser window;
2. Find the Print Screen (or similar) key on your keyboard and press once (this is usually found in the top-right portion of most keyboards);
3. Create a new email to support@cubik.co.uk and in the body of the email, hold down Ctrl and press V to paste;
4. Please also annotate if applicable.

Mac OS X

1. Hold down Command and Shift and press 4;
2. Your cursor will change to a camera. When you move your mouse over windows, each window will highlight. Hover over your browser window that has the problem and click your mouse button;
3. You'll hear a camera shutter sound and the entire window's contents will be saved on your desktop as a PNG file.
4. Create a new email to support@cubik.co.uk and attach the screenshot to it;
5. Please also annotate if applicable.

Error Report

If you are presented with an error report screen similar to the one above, you must fill it in. When you do so, the full details of the problem are recorded in our error database, including:

• The page you were on when you got the error
• What exactly went wrong and in what part of the Cubik software
• Any information you were trying to send to the servers
• The message that you write in the box

There won’t always be an error report to fill in, but when you are presented with one you must fill this in before we can initiate a new case. When an Error Report screen appears, it is of paramount importance that these are submitted in order for us to establish exactly what has caused the problem.

Filling in and submitting an Error Report automatically generates an email to Support so there is no need to follow them up with a separate email. However, we urge all of our clients to fill in as much information as possible so we can go about creating a case in the earliest instance.

Remember: The more information you provide about an incident, the greater the likelihood that your case is dealt with in a timely fashion.

In an attempt to remember this without having to constantly refer to this article, just think:

USE – URL, Screenshot, Error Report.