Reporting Issues

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Need help? Send notifications of a problem, suggest improvements for our modeling tools, or ask about new features directly from the modeling tool. Simply choose Help > Report an Issue from the main menu. If the modeling tool stops responding, you can use the executable tools for analyzing and submitting the status of the process. To report an issue using an executable file, start the reportissue.exe file, located in <modeling tool installation directory>\bin.

These reports help us address issues in a timely manner, as well as speeding up maintenance releases with fixes that are free of known defects.

Reporting issues directly from the modeling tool

We strongly recommend submitting a report for any problem, suggestion, or question about new features directly from the modeling tool. Your report will create an issue in our Online Customer Support System.

To report an issue directly from the modeling tool

1. On the Help menu, click Report an Issue. The Report an Issue dialog opens.

   Report an Issue dialog in the modeling tool

2. Fill in your first and last name together with your email address.

   Email

   If you supply the email address you used when registering at www.magicdraw.com, you will be able to track the status of your issue in our Online Customer Support System. If you used another email address, you will only receive email notifications of status changes.

3. Choose the product, issue type, and component.

4. Describe your issue. Please provide as much information as possible.

   Registered MagicDraw Users

   Please note that we provide professional support for registered users with a valid No Magic Software Assurance Contract (SA). SA provides you with technical support, together with major software updates and maintenance releases, at no cost throughout the contract period. Issues are normally handled within one or two business days during regular business hours.

5. In the Attachments tab, select files you would like to send together with your issue report:

   • Attach log file - the log file will be sent with your issue report.

     Each modeling tool instance (opened version) has a separate .log file. While the first opened instance has a dedicated <modeling tool>.log file in the main directory, all other opened instances create separate folders, e.g., instance_1 and instance_2 with .log files. To access the file used by the specific instance, go to Help > About > Environment > Log File.

   • Attach project file - the opened and last saved project file will be sent with your issue report.
   • Attach used projects - modules that have been used in the opened project file will be sent with your issue report. 
   • Attach diagrams images - choose diagrams, whose images you would like to send with your issue report. Also, specify the format of the images.

6. If you are a registered user, track your issue at https://support.nomagic.com. 

Report an issue when the program is unresponsive

• If the modeling tool becomes unresponsive, a separately executable tool is provided for analyzing the status of the process to aid in bug submission. In these situations, manually start the submit_issue.exe file (located in the <modeling tool installation directory>\bin folder) and follow directions. After you start submit_issue.exe, the Report an Issue dialog opens.

The Report an Issue dialog in an online mode

• If the Out Of Memory error occurs when running the program, start submit_issue.exe and then click the Dump Memory Heap button in the bottom-left corner of the Report an Issue dialog to generate a memory heap file. You need to submit this file to customer support to get further assistance regarding the encountered memory issue. 

Report an issue in the offline mode

If there is no Internet connection (or the version of the product you use does not allow sending data out), the Report an Issue window does not appear. Instead, a new offline mode dialog is displayed:

The Report an Issue dialog in the offline mode

• Connect to a Proxy Server - try to reconnect to the Internet by entering the Proxy server details.
• Dump Threads to Log File - threads will be dumped to a Log file.
• Dump Memory Heap to File - memory heap will be dumped to a new .hprof file.

Reporting Issues Through Email

The e-mail address for registered users to access our customer support system is support@nomagic.com.

The system allows you to include keywords in the email’s subject line. These keywords will enable us to route the issue to the proper support organization more quickly and resolve the issue in a more timely manner. They also allow the definition of many fields for the newly created issue (reporter, project, priority, affected components, affected version).

The parameters are listed below:

• #PROJECT
  
• #SECURITY_LEVEL
  

Emailing support requests can be faster compared to the web interface http://knowledgebase.nomagic.com; however, when reporting issues through email, additional important information might be lost. This information loss can be mitigated by including parameters from the list above.

If an email has email addresses in either the CC: or the BCC: fields, they will be added to the support issue as External Watchers. All watchers receive email notifications about any activity on the issue.

Commenting on a Support Issue

To comment on an existing support issue, please reply to the notification email. The body of the email will become your comment on the issue. If you send attachments with your email, they will become attachments on the issue.

View and Submit Internal Errors

Internal errors are displayed as notifications by default. The internal error does not necessarily mean damage to your data, but can be a reason for unexpected tool behavior. We highly recommend submitting internal errors to No Magic for further investigation. You can submit either manually or automatically. In both cases, we strongly recommend attaching the log file. An internal error message appears at the bottom of the modeling tool. 

Example of Internal Error message in MagicDraw modeling tool

To view internal errors

To view internal errors you must open the Internal Errors dialog, using one of the three methods outlined below:

• Click the View and Submit Internal Errors button in the Notification Window.
• From the Help main menu, choose the View and Submit Internal Errors command.
• Click the notification icon on the status bar.

To submit an error

1. Open the Internal Errors dialog.
2. Click the Submit button in the Internal Errors dialog box. The Submit Error dialog appears.
3. Fill in Your name, Your e-mail and Bug description fields and click the Send button. 

The error will be sent to the support team. Submitted internal errors will not be shown for 24 hours (or until you restart your modeling tool) after clicking the Submit or Clear And Close buttons.

To allow automatic internal errors submission

1. From Options menu, select Environment. The Environment Options dialog will open.
2. Click on the General options group Internal Errors.
3. To allow automatic internal errors submission: in the Internal Errors options list, change the Automatically Submit Internal Errors value to true.

To attach the log file when automatically submitting Internal Errors to No Magic

1. From the Options menu, select Environment. The Environment options dialog will open.
   In the General options group, click Internal Errors.
2. To attach the log file, in the Internal Errors options list, change the Attach Log File Submitting Internal Errors option value to true.

To Display Internal Errors

1. From the Options menu, select Environment. The Environment options dialog will open.
2. In the General options group, click Internal Errors.
3. In the Internal Errors options list change the Display Internal Errors option value to true to display internal errors.

Related pages

• Support
• Configuration files