Reporting a problem
When something does not work, a message that says what happened and on which version saves a round of questions. This page lists what to put in it and what to keep to yourself. Before you write, look for the program's message in Troubleshooting.
What to write
Write to us through the contact form. In To, choose Technical Support: the form opens with another department selected. If you have Premium, tick the box that asks whether you are a registered user.
In the message, say:
- what you did, what you expected, and what happened instead;
- any message NeoDownloader showed, word for word;
- the address you gave the project, and its plugin - the project's Properties tab shows both;
- whether the site needs you to sign in;
- whether NeoDownloader is installed or portable;
- the version.
The version
Open the menu and choose About…. Below the large version number, in small type, is the exact version, with a button beside it that copies it: Copy version. Paste it into the message.
The project's journal
Open the project, go to the Journal tab, click Copy and paste into the message. The copy takes the lines the tab shows, the last 200, so copy the journal soon after the run that had the problem.
Look the copy through before you send it: it has full addresses, including a name and password if an address carries them. More in Copy the journal.
NeoDownloader's log
NeoDownloader also keeps a log of its own, in English, in the logs folder inside its data folder:
- Installed version:
%LOCALAPPDATA%\Neowise\NeoDownloader\logs. - Portable version:
data\logsbesideNeoDownloader.exe.
The current file is core.log; older parts are core.log.1 to core.log.5. The log keeps only its latest part - older lines are removed as new ones are written - so copy it soon after the problem.
The contact form has no place for files. Zip the logs folder, and when we answer you by email, attach the archive to your reply.
What not to send
Send the logs folder, not the whole data folder. The data folder holds your licence and your sign-ins to sites: looking into a problem does not need them, and nobody else should have them. The same goes for the copied journal: take names and passwords out of addresses before you send it. The log, too, holds addresses and the name your licence is registered to.
If the window itself misbehaves
If the problem is in NeoDownloader's window itself - part of it stays blank, or a button does nothing - we may ask what the developer tools show. Press F12, open the Console tab and send a screenshot. Press F12 again to close them.