Unfortunately, no software program can be 100% error free (but we strive to get as close as possible!). SCOOTER has been subjected to hundreds and hundreds of hours of testing and debugging. However, when the application is in the hands of users across the country — across the world — it's not unusual for undiscovered errors to pop up.
In order to address such errors, our programmers need access to the actual files that generated the problem. If you experience such an issue, you can get a faster resolution with the submission of a Service Report.
The feature automatically gathers all the necessary files we need to diagnose your problem and places them in a single zip file. It also gives us information about the computer on which the program is running, including the amount of memory (RAM), processor, etc. No personally identifiable information is included.
Service Report Window
To generate a Service Report, select Help > Service Report from the main menu. After reading the Service Report Terms and Conditions by clicking on the blue text, check the box that indicates you have read the terms in order to activate the Create Report button.
If you are using a web-based email program, such as GMail, Yahoo!, etc., check the box Send report file to desktop. This will make it easier to attach the generated file in an email to us.
Clicking Create Report will open your email client with a message addressed to On Top Systems and the zip file attached. In the text of the email, explain as clearly as you can what problem you are experiencing. Provide as much detail as possible including any steps required to duplicate the problem. Be sure to include your name and contact information. Then click Send to send the Service Report to us. If using web-based email, send the report to sysmail@ontopsystems.com.
In some rare cases, SCOOTER might be unable to open your default email client. In that case, you will have the option to send the Service Report zip file to your computer's desktop. From there, you can attach the file to an email as described in the previous paragraph.
On Top Systems offers priority support to licensed users. Because we want to produce software that is as bug-free as possible, we also provide non-priority support to non-licensed users. As stated in the terms and conditions, there is no guarantee we will fix the issue you've found, but we pledge to make every effort to do so. In the majority of cases, such errors are simple to fix -- once they can be located.