32.8 How to Report Problems to Support

When reporting problems with the console (known as “bugs”) it is important that the information you provide is as clear and detailed as possible to ensure that the problem can be fixed. Please follow the guidelines below.

Please report bugs to:

32.8.1 Reporting Problems with the Console

Please include the following information in your bug report:

  1. The piece of hardware that exhibited the problem, including the version number of the software being used.

  2. The actions taken that induce the problem in the first place, including whether the problem is repeatable using the same actions.

  3. The symptoms of the problem.

  4. The network configuration of system.

    • The type and number of Hog console systems in use

    • How many DMX Processors and MIDI/Timecode Processors.

    • What sort of routers/hubs are being used.

    • Other PC's or applications (such as Artnet, ETCNet, Web Servers, and so on) that are sharing the same network.

Once a problem has been reported it will often be necessary for the support team at Flying Pig Systems to clarify some of the details and obtain additional information. Typically this ends up with a request for a copy of the show, so a backup of the show should be transferred to a PC where it can be mailed to support@flyingpig.com.

[Tip]Tip

The version number of the software installed on your console can be found on the System Info pane of the Control Panel window.

32.8.2 Reporting Problems with Hog 4PC

In the event of a failure with Hog 4PC, it is important to provide as much information as possible. Different computer configurations, other applications, and additional hardware may all have unexpected results. When reporting errors, please provide the following information:

  • Name

  • Date

  • Hog 4PC software version and build number

  • Operating system

  • Computer specifications

  • Number of displays

  • Connected USB devices

  • Networked devices

  • Other running applications

  • Detailed description of the problem including instructions to reproduce (if possible) and the exact syntax used

  • List of any errors reported by the software

If Hog 4PC crashes or fails, it will output a .dmp file in the application directory, for example ‘C:\Program Files\Flying Pig Systems\Hog4PC’ (if you accepted the default location when you installed Hog 4PC). Please send this .dmp file along with your bug report to support@flyingpig.com.

32.8.3 Reporting Problems with the User Manual

Please include the following information in your bug report:

  1. The nature of the problem:

    • Missing information.

    • Incorrect information.

    • Unclear or ambiguous information.

    • Unable to find information in the index.

  2. The section number where the problem is.

  3. The version number of the manual. In printed and PDF editions, you can find this on the title page at the start of the manual. The on-line help within the console shows the version on the main contents page; you can go to this page by clicking ‘home’ at the bottom of any page.

32.8.4 About Software Version Numbering

The software version number is made up of four parts: the major version number, the minor version number, the current release number, and the build number. For example:

  • v1.2.3 b512 : 1 is the major number, 2 is the minor version number, 3 is the current release, and 512 is the build

32.8.5 About Beta Software

As new releases of Hog 4OS are developed, High End Systems relies on input from console users. If you are interested in learning more about the High End Systems Software Testing Program, please visit www.flyingpig.com.