Providing Flash Reports support with information about an application problem
If you are experiencing a problem or error in the Flash Reports application, please follow these instructions in order to provide our support team with the information they will need to assist you.
The best option to troubleshoot an issue is for our support team to see it first hand. So if possible please contact us to set up an online meeting.
If a meeting is not possible please proceed as follows:
- Shut down all instances of Excel to start a completely clean session. If possible, restart the computer to make 100% certain the the starting point is a known clean state.
- Launch Excel.
- Click the Flash Reports menu on the Excel ribbon toolbar.
- Click the Start
button to activate the application in Excel. The Flash Reports task pane will open, usually to the right of the screen. - Click inside the Flash Reports task pane to activate it. A small button will appear at the top of the task pane, to the right of the Flash Reports logo.
- Click the button and select "Attach Debugger".
- A new window will open. Make this window fairly large so that the contents can be seen clearly. Then click on "Console".
- Now you can proceed to log in to Flash Reports and execute the steps that would make the error re-occur.
- Once the error occurs take a screenshot of what you see and save it to a file or paste it into a Word document or email. There are many ways to do this including using snipping tools or pressing the print screen button on the keyboard.
- Take a screenshot of the console window opened above and save that in the same place as the previous screenshot.
- Right click the mouse inside the console window opened above and click "Save As" and save the log file to a known location on your computer.
- Email the screenshots, log file and any other description of the problem to support@finaticalsoftware.com.