Q100090: Information to send Support when reporting a Mari issue

Carlos

Updated : November 09, 2023 19:13

Created : March 21, 2016 17:05

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. If the issue can be identified and reproduced, the engineering team can 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

First Steps

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 the following information when creating a Support ticket:

Required in All Cases:

• 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
  
  
• A detailed description of the problem and the apparent cause or trigger.
  
  
• A list of steps that lead to the issue, so that Support can try to reproduce it.
  
  
• A screenshot of any error messages you encounter.
  
  
• 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

Beneficial in Most Cases:

• A screen recording of you reproducing the issue.
  
  
• 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.
  
  
• 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

FURTHER HELP