For information on how to open a Support ticket, please refer to the following article:
Q100064: How to raise a support ticket
Carlos
Updated :
Created :
SUMMARY
When a user requires assistance from Foundry's Mari Support team, it's beneficial that Support has as much information about the issue as possible. Most important for our investigation is having confirmation that this is in fact an issue with a core component of Mari's latest version, and being able to reproduce it internally. Only once the issue can be identified and reproduced can the engineering team look into resolving the issue in a future version of Mari, and the Support team can try to find a workaround for the user.
This article describes the information we require for investigating any Mari issue when you create a Support ticket with us.
NOTE: For information on how to open a Support ticket, please refer to the following article:
Q100064: How to raise a support ticket
MORE INFORMATION
Firstly, if you encounter a crash or a bug in Mari, please update your graphic card's drivers and try to reproduce the issue in Mari's latest version. This should always be done as the issue you're experiencing may have already been fixed.
NOTE: Mari's latest version can be downloaded here - Download Mari
If the issue persists please provide us with as much of the following information as you can when creating a Support ticket. Only disregard any of these requests if you are sure that it isn't relevant for your issue:
- A detailed description of the problem and the apparent cause or trigger.
- How the current behaviour differs from the expected behaviour, and how this impacts your work.
- A list of steps that lead to the issue, so that Support can try to reproduce it.
- Any troubleshooting attempts you've already performed to try to address the issue, and whether they had any effect.
- Any workarounds that you have already found, or steps to fix the issue after it happens.
- Any recent changes in your setup that may have triggered this issue. Perhaps you updated Mari or a plugin, or you changed your hardware, or you started using nodes you typically don't.
- Whether you are using any third party plugins, or customisations set up internally by your studio.
- A screenshot or screen recording of you reproducing or interacting with the issue. Showing the whole Mari window can be particularly helpful, and any pop-up error messages should always be sent.
- A MariLog.txt file copied directly after experiencing the issue. This file reports your Mari session and gets overwritten every time you open Mari. So it's important to copy it directly after the issue has occurred and before reopening Mari.
The following article has more information about the MariLog and how to find it:
Q100020: Mari's Log and Config files and their default file paths
- The full hardware specifications of your machine, including the GPU and the GPU's driver version. Most system details can be gathered by following the steps in this article:
Q100520: Obtaining system reports for Foundry Support
- Let us know whether the problem still happens if you use Mari in --safer mode. This helps establish whether the root cause of the issue is a configuration/plugin or if it is a core component of Mari.
To learn about --safer mode and how to use it, please refer to the following article:
Q100022: Launching Mari in safer mode
- Whether the issue is specific to your Project. To do identify this, you can try reproducing the issue in the Example Project, which can be created in Mari by selecting Help > Create Example Project.
- If the issue is specific to your Project, you can send over an Archive. Upon request, Support can send you a secure link to which you can upload the relevant files, regardless of how heavy they may be.
FURTHER READING
Besides the troubleshooting steps requested in this article, there are various others you can experiment with before contacting Support. Some of them are described in the following article:
Q100081: Troubleshooting different types of Mari issues
FURTHER HELP
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