Attaching files to tickets (why and how)

We recommend that debug logs, crash logs, CPU samples and leaks output be attached to a ticket as files rather than pasted in as raw text. This is why:

Thread 0 Crashed: 0 <<00000000>> 0xfffeff20 objc_msgSend_rtp + 32 1 0x9375a584 forwardMethod + 92 2 0x9375a584 forwardMethod + 92 3 0x9375a584 forwardMethod + 92 4 0x9375a584 forwardMethod + 92 5 0x9375a584 forwardMethod + 92 6 0x9375a584 forwardMethod + 92 7 0x9375a584 forwardMethod + 92 8 0x937b93d8 -[NSTextView mouseMoved:] + 2388 9 0x936e85c0 -[NSWindow sendEvent:] + 6424 10 com.catchysoftware.maximice 0x029ef0f4 My_SendEvent + 3024 11 0x93690ef4 -[NSApplication sendEvent:] + 4172 12 0x93688330 -[NSApplication run] + 508 13 0x93778e68 NSApplicationMain + 452 14 com.adiumX.adiumX 0x000028d0 start + 404 15 com.adiumX.adiumX 0x00002778 start + 60

Imagine hundreds of lines' worth of that. This is why we want you to attach it. Here's how:

  1. Copy and paste the output to a plain text file (for example using TextEdit) and save it.
  2. If you're about to create a new ticket, check the "I have files to attach to this ticket" checkbox. You can add files to an existing ticket lby clicking the "Attach File" button on the ticket's page
  3. Click "Choose File", then choose the file that you want to attach.
  4. Enter a brief description.
  5. Click "Add attachment".

If it doesn't work

If, for some reason, the attachment system fails, and the file is not successfully attached to the ticket (for reasons other than an existing file by that name, which you can fix simply by renaming yours), then you should say so in a ticket comment.

Even in this case, though, please do not paste the file's content into the ticket. Send it to us by email (see ContactUs), and we'll see if we can get it attached somehow.

Page last modified by Robert, 7 years ago