| summary | Submit a Support RequestIf you encounter a bug or problem you can't fix, this page will guide you in finding the help you need. CommCareHQ.org Navigate to your project on CommCareHQ and use the "Report an Issue" option found by clicking the question mark in the top right corner of any page Support PortalSubmit a bug or an issue via the CommCare Support Portal The CommCare Mobile AppFrom your CommCare application, log in and click on the dropdown menu at the top right of the screen and select “Advanced.” From there, choose “Report Problem.” Then submit a detailed report outlining what is going on, then click “Submit Report.” EmailIf you do not have access to CommCareHQ, please e-mail support@dimagi.com. Helpful Information When Submitting a Ticket Below you will find a guide for helpful information you can supply along with a description of your issue. This will help the Dimagi Support Team provide you with the highest quality support in the fastest time possible. <p data-renderer-start-pos="1616" style="margin: 0px; padding: 0px; font-size: 16px; line-height: 1.714; letter-spacing: -0.005em; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; white-space: pre-wrap; background-color: rgb(241, 242, 244);"><strong data-renderer-mark="true">Short description</strong></p><ul class="ak-ul" data-indent-level="1" style="margin: 10px 0px 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: var(--ed--list--item-counter--padding, 24px); display: flow-root; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; font-size: 16px; white-space: pre-wrap; background-color: rgb(241, 242, 244);"><li><p data-renderer-start-pos="1637" style="margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;">This will be the title of the bug report that gets sent to our Support team.</p></li><li style="margin-top: var(--ds-space-050,4px);"><p data-renderer-start-pos="1717" style="margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;">This should be meaningful (for example, "Form fails to submit", as opposed to "Bug in form").</p></li></ul><p data-renderer-start-pos="1814" style="margin: 0.75rem 0px 0px; padding: 0px; font-size: 16px; line-height: 1.714; letter-spacing: -0.005em; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; white-space: pre-wrap; background-color: rgb(241, 242, 244);"><strong data-renderer-mark="true">Full Description</strong></p><ul class="ak-ul" data-indent-level="1" style="margin: 10px 0px 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: var(--ed--list--item-counter--padding, 24px); display: flow-root; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; font-size: 16px; white-space: pre-wrap; background-color: rgb(241, 242, 244);"><li><p data-renderer-start-pos="1834" style="margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;">Please try to provide as much of the following information as possible here:</p><ol class="ak-ol" data-indent-level="2" start="1" style="margin: 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: var(--ed--list--item-counter--padding, 24px); list-style-type: lower-alpha; display: flow-root;"><li><p data-renderer-start-pos="1914" style="margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;">Exact step-by-step instructions to reproduce the issue.</p></li><li style="margin-top: var(--ds-space-050,4px);"><p data-renderer-start-pos="1973" style="margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;">Detailed description of the issue.</p></li><li style="margin-top: var(--ds-space-050,4px);"><p data-renderer-start-pos="2011" style="margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;">What you expected to happen had you not encountered the error.</p></li><li style="margin-top: var(--ds-space-050,4px);"><p data-renderer-start-pos="2077" style="margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;">Specify the application and build version number.</p></li><li style="margin-top: var(--ds-space-050,4px);"><p data-renderer-start-pos="2130" style="margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;">If you are not reporting this issue immediately after experiencing it, please provide a date and time for when the issue occurred.</p></li><li style="margin-top: var(--ds-space-050,4px);"><p data-renderer-start-pos="2264" style="margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;">Any links, urls, or additional information that would be needed to replicate or see the issue. This could include the name of or link to a mobile worker, report, fixture, location, etc.</p></li><li style="margin-top: var(--ds-space-050,4px);"><p data-renderer-start-pos="2453" style="margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;">If you are receiving an error message, please provide the exact message you see.</p></li></ol></li></ul><p data-renderer-start-pos="2539" style="margin: 0.75rem 0px 0px; padding: 0px; font-size: 16px; line-height: 1.714; letter-spacing: -0.005em; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; white-space: pre-wrap; background-color: rgb(241, 242, 244);"><strong data-renderer-mark="true">Other Recipients (Optional)</strong></p><ul class="ak-ul" data-indent-level="1" style="margin: 10px 0px 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: var(--ed--list--item-counter--padding, 24px); display: flow-root; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; font-size: 16px; white-space: pre-wrap; background-color: rgb(241, 242, 244);"><li><p data-renderer-start-pos="2570" style="margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;">If you have a service contract with Dimagi, please enter your Dimagi representative’s e-mail address in this field. In addition, add any other members of your project space or organization you would like aware of this issue.</p></li><li style="margin-top: var(--ds-space-050,4px);"><p data-renderer-start-pos="2798" style="margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;">If you do not have a service contract with Dimagi, add any members of your project space or organization you would like aware of the issue.</p></li></ul><p data-renderer-start-pos="2941" style="margin: 0.75rem 0px 0px; padding: 0px; font-size: 16px; line-height: 1.714; letter-spacing: -0.005em; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; white-space: pre-wrap; background-color: rgb(241, 242, 244);"><strong data-renderer-mark="true">Upload File</strong></p><ul class="ak-ul" data-indent-level="1" style="margin: 10px 0px 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: var(--ed--list--item-counter--padding, 24px); display: flow-root; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; font-size: 16px; white-space: pre-wrap; background-color: rgb(241, 242, 244);"><li><p data-renderer-start-pos="2956" style="margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;">If you are able to take a screenshot of the error you are seeing, please do so and attach it here.</p></li><li style="margin-top: var(--ds-space-050,4px);"><p data-renderer-start-pos="3058" style="margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;">If you are unable to provide a screenshot, please enter the exact error message you see in the Full Description field.</p></li></ul> Visit the User ForumSearch and post to see if other users have asked your question. Visit the User Forum Visit the User ForumSearch and post to see if other users have asked your question. Visit the User Forum Visit the User ForumSearch and post to see if other users have asked your question. Visit the User Forum Visit the User ForumSearch and post to see if other users have asked your question. Visit the User Forum |
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padding: 0px; font-size: 16px; line-height: 1.714; letter-spacing: -0.005em; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; white-space: pre-wrap; background-color: rgb(241, 242, 244);\"><strong data-renderer-mark=\"true\">Short description</strong></p><ul class=\"ak-ul\" data-indent-level=\"1\" style=\"margin: 10px 0px 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: var(--ed--list--item-counter--padding, 24px); display: flow-root; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; font-size: 16px; white-space: pre-wrap; background-color: rgb(241, 242, 244);\"><li><p data-renderer-start-pos=\"1637\" style=\"margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;\">This will be the title of the bug report that gets sent to our Support team.</p></li><li style=\"margin-top: var(--ds-space-050,4px);\"><p data-renderer-start-pos=\"1717\" style=\"margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;\">This should be meaningful (for example, \"Form fails to submit\", as opposed to \"Bug in form\").</p></li></ul><p data-renderer-start-pos=\"1814\" style=\"margin: 0.75rem 0px 0px; padding: 0px; font-size: 16px; line-height: 1.714; letter-spacing: -0.005em; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; white-space: pre-wrap; background-color: rgb(241, 242, 244);\"><strong data-renderer-mark=\"true\">Full Description</strong></p><ul class=\"ak-ul\" data-indent-level=\"1\" style=\"margin: 10px 0px 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: var(--ed--list--item-counter--padding, 24px); display: flow-root; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; font-size: 16px; white-space: pre-wrap; background-color: rgb(241, 242, 244);\"><li><p data-renderer-start-pos=\"1834\" style=\"margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;\">Please try to provide as much of the following information as possible here:</p><ol class=\"ak-ol\" data-indent-level=\"2\" start=\"1\" style=\"margin: 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: var(--ed--list--item-counter--padding, 24px); list-style-type: lower-alpha; display: flow-root;\"><li><p data-renderer-start-pos=\"1914\" style=\"margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;\">Exact step-by-step instructions to reproduce the issue.</p></li><li style=\"margin-top: var(--ds-space-050,4px);\"><p data-renderer-start-pos=\"1973\" style=\"margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;\">Detailed description of the issue.</p></li><li style=\"margin-top: var(--ds-space-050,4px);\"><p data-renderer-start-pos=\"2011\" style=\"margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;\">What you expected to happen had you not encountered the error.</p></li><li style=\"margin-top: var(--ds-space-050,4px);\"><p data-renderer-start-pos=\"2077\" style=\"margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;\">Specify the application and build version number.</p></li><li style=\"margin-top: var(--ds-space-050,4px);\"><p data-renderer-start-pos=\"2130\" style=\"margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;\">If you are not reporting this issue immediately after experiencing it, please provide a date and time for when the issue occurred.</p></li><li style=\"margin-top: var(--ds-space-050,4px);\"><p data-renderer-start-pos=\"2264\" style=\"margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;\">Any links, urls, or additional information that would be needed to replicate or see the issue. This could include the name of or link to a mobile worker, report, fixture, location, etc.</p></li><li style=\"margin-top: var(--ds-space-050,4px);\"><p data-renderer-start-pos=\"2453\" style=\"margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;\">If you are receiving an error message, please provide the exact message you see.</p></li></ol></li></ul><p data-renderer-start-pos=\"2539\" style=\"margin: 0.75rem 0px 0px; padding: 0px; font-size: 16px; line-height: 1.714; letter-spacing: -0.005em; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; white-space: pre-wrap; background-color: rgb(241, 242, 244);\"><strong data-renderer-mark=\"true\">Other Recipients (Optional)</strong></p><ul class=\"ak-ul\" data-indent-level=\"1\" style=\"margin: 10px 0px 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: var(--ed--list--item-counter--padding, 24px); display: flow-root; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; font-size: 16px; white-space: pre-wrap; background-color: rgb(241, 242, 244);\"><li><p data-renderer-start-pos=\"2570\" style=\"margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;\">If you have a service contract with Dimagi, please enter your Dimagi representative’s e-mail address in this field. In addition, add any other members of your project space or organization you would like aware of this issue.</p></li><li style=\"margin-top: var(--ds-space-050,4px);\"><p data-renderer-start-pos=\"2798\" style=\"margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;\">If you do not have a service contract with Dimagi, add any members of your project space or organization you would like aware of the issue.</p></li></ul><p data-renderer-start-pos=\"2941\" style=\"margin: 0.75rem 0px 0px; padding: 0px; font-size: 16px; line-height: 1.714; letter-spacing: -0.005em; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; white-space: pre-wrap; background-color: rgb(241, 242, 244);\"><strong data-renderer-mark=\"true\">Upload File</strong></p><ul class=\"ak-ul\" data-indent-level=\"1\" style=\"margin: 10px 0px 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: var(--ed--list--item-counter--padding, 24px); display: flow-root; color: rgb(23, 43, 77); font-family: -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen, Ubuntu, "Fira Sans", "Droid Sans", "Helvetica Neue", sans-serif; font-size: 16px; white-space: pre-wrap; background-color: rgb(241, 242, 244);\"><li><p data-renderer-start-pos=\"2956\" style=\"margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;\">If you are able to take a screenshot of the error you are seeing, please do so and attach it here.</p></li><li style=\"margin-top: var(--ds-space-050,4px);\"><p data-renderer-start-pos=\"3058\" style=\"margin: 0px; padding: 0px; font-size: 1em; line-height: 1.714; letter-spacing: -0.005em;\">If you are unable to provide a screenshot, please enter the exact error message you see in the Full Description field.</p></li></ul>","size":"large","shape":"circular","alignment":"center","states":{"idle":{"colors":{"background":{"type":"solid","light":"#252D54"}}},"hover":{"colors":{}}},"link":{"value":"https://dimagi.com/contact/","target":"_blank","type":"link"}},"children":[],"id":"wW6u5gmOCJfGlU0qYy8wL"}],"params":{"borderRadius":{"all":0,"btl":0,"bbl":0,"btr":0,"bbr":0,"isIndividualCorners":false},"padding":0,"gap":20,"verticalAlignment":"top"},"id":"O6l9Qw1u47mpMf1QU0t0e"},{"name":"column","children":[],"params":{"borderRadius":{"all":0,"btl":0,"bbl":0,"btr":0,"bbr":0,"isIndividualCorners":false},"padding":0,"gap":20,"verticalAlignment":"top"},"id":"OOavBucJhjXlXWMmtCuqd"},{"name":"column","children":[],"params":{"borderRadius":{"all":0,"btl":0,"bbl":0,"btr":0,"bbr":0,"isIndividualCorners":false},"padding":0,"gap":20,"verticalAlignment":"top"},"id":"V5uVnNl9Hw6ht8It2RAHV"},{"name":"column","children":[],"params":{"borderRadius":{"all":0,"btl":0,"bbl":0,"btr":0,"bbr":0,"isIndividualCorners":false},"padding":0,"gap":20,"verticalAlignment":"top"},"id":"bNzKpJDSW-9VaoEIZPY-S"},{"name":"column","children":[],"params":{"borderRadius":{"all":0,"btl":0,"bbl":0,"btr":0,"bbr":0,"isIndividualCorners":false},"padding":0,"gap":20,"verticalAlignment":"top"},"id":"53IYt5jDvNkUCaJXs0E8h"}],"params":{"layout":[1,2,1],"gap":10,"minHeight":50,"padding":10,"borderRadius":0},"id":"YmLfn56_h7ueMjYRoV9eR"}],"name":"section","id":"n8HlaWQMGoAW3UeolQ7N9"}]} |
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