Reporting Bugs

Overview

Found something that isn't working right? Bug reports help us identify and fix issues quickly. The more detail you provide, the faster we can resolve the problem.

What Is a Bug?

A bug is when the app doesn't work as expected:

• Errors - Error messages or crashes
• Broken Features - Something that worked before but doesn't now
• Incorrect Behavior - Feature works but gives wrong results
• Display Issues - Layout problems, missing content
• Performance Issues - Slow loading, freezing

Not a Bug

These are better submitted as feedback:

• Feature you wish existed (feature request)
• Confusing interface (improvement suggestion)
• Question about how to use something (question)

How to Report a Bug

Step 1: Access Bug Report

1. Click the Feedback button in the navigation
2. Select Report a Bug as the type
3. Fill out the bug report form

Step 2: Describe the Problem

Write a clear summary:

Good Example:

"Videos won't play in the film viewer. When I click play, nothing happens and the video stays frozen on the first frame."

Less Helpful:

"Video broken"

Step 3: Include Details

Provide as much context as possible:

• What you were trying to do
• What happened instead
• Any error messages (exact text)
• When it started happening

What to Include in a Bug Report

Required Information

Helpful Additions

Steps to Reproduce

Why This Matters

If we can reproduce the bug, we can fix it. If we can't reproduce it, it's much harder.

How to Write Good Steps

Number each action:

1. Go to Film page
2. Select a game with 2 camera angles
3. Click Camera 2 to switch views
4. Click the play button
5. Bug: Video doesn't play, shows spinning loader forever

Be Specific

• Include exact clicks and actions
• Note any specific data (which game, which play)
• Mention if it happens every time or sometimes

Screenshots and Recordings

Taking Screenshots

Screenshots help show exactly what you see:

On Mac: Cmd + Shift + 4 On Windows: Win + Shift + S On iPhone: Side button + Volume up On Android: Power + Volume down

What to Capture

• Error messages (the full message)
• The broken interface
• Before/after if relevant
• The URL in your browser

Screen Recordings

For complex bugs, a video helps:

• Show the steps leading to the bug
• Capture timing issues
• Demonstrate intermittent problems

Tools:

• Mac: Cmd + Shift + 5
• Windows: Win + G (Game Bar)
• Browser: Various extensions

Common Bug Categories

Video/Playback Issues

Include:

• Video file format and size
• Number of camera angles
• Browser and version
• Internet connection type

Upload Problems

Include:

• File type and size
• Where the upload stopped
• Any error messages
• Network conditions

Display/Layout Bugs

Include:

• Screenshot of the problem
• Browser and version
• Screen size/resolution
• Zoom level

Performance Issues

Include:

• Where it's slow (which page/action)
• How slow (rough timing)
• When it started
• Device specifications

Data Issues

Include:

• What data is wrong or missing
• When you noticed it
• What the correct data should be
• Any recent actions that might relate

Browser and Device Information

Why This Helps

Bugs are often specific to certain environments:

• Different browsers render differently
• Older devices may have issues
• Mobile vs desktop can behave differently

How to Find Your Info

Browser Version:

• Chrome: Menu > Help > About Chrome
• Safari: Safari menu > About Safari
• Firefox: Menu > Help > About Firefox

Operating System:

• Mac: Apple menu > About This Mac
• Windows: Settings > System > About
• iOS: Settings > General > About
• Android: Settings > About Phone

Include in Report

Browser: Chrome 120.0.6099 OS: macOS 14.2 Device: MacBook Pro

Bug Report Template

Copy and fill in:

**Summary:**
[One sentence describing the bug]

**Steps to Reproduce:**
1. [First step]
2. [Second step]
3. [Continue...]

**Expected Behavior:**
[What should happen]

**Actual Behavior:**
[What actually happens]

**Environment:**
- Browser: [e.g., Chrome 120]
- OS: [e.g., macOS 14.2]
- Device: [e.g., MacBook Pro]

**Additional Context:**
[Screenshots, error messages, when it started, etc.]

After Submitting

What Happens Next

1. Logged - Bug is recorded in our system
2. Triaged - Assessed for severity and impact
3. Investigated - We try to reproduce it
4. Fixed - Developers work on a solution
5. Tested - Fix is verified
6. Deployed - Fix goes live
7. Confirmed - We may ask you to verify

You May Receive

• Acknowledgment of your report
• Follow-up questions if we need more info
• Notification when the bug is fixed

Timeline

Bug fix timelines vary:

Known Issues

Check Before Reporting

Some issues are already known:

• Check any status page or announcements
• Recent issues may already be reported
• Workarounds may be available

Still Report It

Even if you think it's known, reporting helps us:

• Understand how many users are affected
• Gather additional reproduction steps
• Prioritize based on impact

Urgent Bugs

What's Urgent?

• App is completely unusable
• Data loss occurring
• Security vulnerability
• Blocking your game day

Reporting Urgent Issues

1. Use the bug report form
2. Include "URGENT" in your description
3. Explain the business impact
4. We'll prioritize accordingly

Premium Support

Premium plan members get faster response:

• 4-hour response time
• Priority bug handling
• Direct communication options

Bug Report FAQ

What if I can't reproduce it?

Report it anyway. Include:

• When it happened
• What you were doing
• That it only happened once (so far)

Should I report the same bug twice?

If you have new information, yes. Reference your previous report.

What if it fixes itself?

Still report it. Intermittent bugs are real bugs and need investigation.

Will I know when it's fixed?

For significant bugs, we'll notify you. Check release notes for all fixes.

Can I suggest the fix?

If you have technical insight, include it. We appreciate developer input.

Next Steps

• Provide feedback for non-bug issues
• Return to using the app
• Check the Guide for help with features