Guide for submitting support incidents

Spanish version

All the information about how to submit support incidents can be found in this link: https://www.genexus.com/es/developers/issue-tracking.

In particular, to enter Tickets online, click here. Log in and select “New Ticket.”

Information required when creating an incident

Title

Describe the problem you are having or the query you want to make.

Description

Provide a detailed description of when the error occurs, including the following information:

• Circumstances under which the error occurs (running the application, at design time, when setting a certain property, etc.).
• GeneXus object where it occurs.
• GeneXus code that is run (when programming a certain event, with a Procedure with certain code, etc.).
• Exact and complete error message.
• An example (of the code or Transactions with which the error occurs, etc.).
• Indicate if it is a new problem (it has not occurred before) or if it is a recurring problem (it always happens under certain circumstances).
• Did the problem start happening after installing a new version/upgrade of GX?

Complementary information

• Product (GeneXus/GeneXus Server/etc.).
• Version, upgrade, and build of the specified product.
• What type of application is it (Web, Native Mobile)?
  • If it is a Web application:
    • Version of Java, Tomcat, .NET, etc.
  • If it is a Native Mobile application:
    • Is it online or offline?
    • If it is Android: Android version.
    • If it is Apple: Xcode y macOS version.
• Description of the problem/error
  • Screen and details of the error.

If the error occurs inside the GX IDE

• If it happens when opening GX:
  • Send GX log.
  • Send information from the Event Viewer, in case there is an error.
  • Indicate if it happens with any particular Knowledge Base, or just by opening the IDE.
• If it is a specification, generation, or compilation error:
  • Send the entire GX output.
  • Send GX log.
  • Send information from the Event Viewer in case there is an error.

If the problem occurs when executing a specific object

• Send the code of the object causing the error specifying, if possible, the line of code where the problem is found.

If the problem occurs when executing a Web application

• Send the execution log (Tomcat log for Java, client.log for .NET, etc.).
• Details of the error.
• Information from the browser console in case of an error.

If it occurs when executing a Native Mobile application

• Send execution log (logcat, xCode log, etc.).

If it occurs when trying to access a Database

• Send database log (JDBC Log, client.log).
• Details of the error.
• Connection Driver.
• Database Version.

If it occurs when trying to access the licenses

• Read the following SAC queries to see if their instructions are being followed:
  • SAC#9809 - Error: (0x80070005) Access is denied using Protection 2000
  • SAC#36234 - Using GX Protection Server through a Firewall / VPN
  • SAC#22835 - Access denied with Protection - Steps to take

If you have GeneXus Access Manager (GAM)

• Indicate the generator and DBMS being used.

If you have GXflow

• Indicate the generator and DBMS being used.

Add an example to reproduce the case

If possible, attach an .xpz or mdf file with an example as small as possible to reproduce the error.
Provide all the steps to reproduce that error, in writing and/or with a screen recording showing the steps to reproduce the error.