Section 12 - Reporting problems or suggestions

Q12.1)	I have a suggestion for a change to the Internet Suite, where should I send it?
Q12.2)	I have discovered what I think is a fault in the Internet Suite, how should I report this problem?
Q12.3)	I submitted a fault report but have not had a response from you, why?

Q12.1) I have a suggestion for a change to the Internet Suite, where should I send it?

Any feedback relating to the Internet Suite should be sent to ANT Support.

Q12.2) I have discovered what I think is a fault in the Internet Suite, how should I report this problem?

The fault may already be known to me and a fix or workaround made available. To find this out please check with the Known bugs section of the FAQ. If this does not resolve your problem then please continue with the steps outlined below.
Several problems can be rectified by following these steps:

Quit all applications and close all open windows.
Press F12 and type *Configure ADFSbuffers 0 followed by RETURN.
Use the *checkmap command on all hard drives present on your machine. If the result of this command is anything other than Map good, please contact your local Acorn dealer to help resolve this as quickly as possible.
Type *FX0 and press RETURN to find out the version of RISC OS you're using.
If it's RISC OS 3.60 or later, type *Help ROMPatches and press RETURN. If this results in the error No help found, you'll need to get and install a copy of the ROM patch either from your local Acorn dealer, or via http://www.acorn.co.uk/ftp/riscos/patches/riscos360%2b370.arc
Type Filer_OpenDir <Wimp$ScrapDir> and press RETURN twice. In Desktop a new Filer window should be visible. Delete all files and directories inside it.
Shut down and restart your computer.

If the problem persists, please follow the steps below:
Every copy of the Internet Suite is shipped with a text file called Fault. This file can be found in the Docs directory beside the main !InetSuite application.
Alternatively, you can download a copy of the fault report form.
If you wish to submit a fault report, please ensure that you provide as much information as possible: if we cannot reproduce the problem, there is very little chance that we will be able to do anything about it.
If your problem is to do with the modem connection (or lack of one) to your service provider, or transferring mail or news, we'll also need to see the following files:

!InetSuite.Internet.Files.!InetConfg
!InetSuite.Internet.Files.!InetMail
!InetSuite.Internet.Files.Aliases
!InetSuite.Internet.Files.Passwd
!InetSuite.Internet.Files.Serial
!InetSuite.Internet.Logs.Session (see note 1 below)

If you need to send a copy of the Session file to me, please enable all logging within !InetSuite. To do this, load the Configuration application, !InetConfg, and select Other options, and then:

For both General levels and Modem levels ensure all options are selected.
Increase the settings for Mail, Mail delivery, News, and News expiry to 5.
Select Save logging to: Session file.
If you wish to see what is happening, also select Save logging to: Session window, and tick Logging in the Auto-open windows menu.

Once full logging has been enabled, close this window and save the configuration. If you now repeat the procedure which generated the original fault, the information will be written to the Session file.
Notes:

If you have problems accessing the Session file, quit and restart !InetSuite. The original Session file will now be known as Session/1 - send this to us instead.
This is not a definitive list of the files we may request - we may ask for more information before we are able to resolve your problem.
If you wish to report more than one fault, please send separate emails containing all the information - even if that means including duplicate copies of the files. It is much easier for us to pass on a complete set of information to a particular developer, if necessary, than selectively picking files from previous emails.
Rather than modifying the original Fault form, you may wish to make a copy and fill in all the information which doesn't change (e.g. your name, email address, computer and modem details). Any future fault report forms submitted to us would then only require minimal change from this template.

Q12.3) I submitted a fault report but have not had a response from you, why?

In most cases, it is unlikely that you will hear anything in response to a fault report unless we have fixed the problem already or require more information.
All fault reports are logged and are checked soon after their receipt and although we will try, this does not guarantee that the next release of the software will contain a fix.

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Last edit: 10th Apr 2016 at 1:56pm
(3200 days ago)

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