> For the complete documentation index, see [llms.txt](https://docs.videc.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.videc.de/june5-3.7/en/fehlerbehebung-und-hilfe/fehleranalyse-und-supportanfrage.md).

# Error Analysis and Support Request

If JUNE5 exhibits unexpected behavior, support needs detailed information about that behavior.

{% hint style="warning" %}
Please back up all data first.
{% endhint %}

Screenshots are very important so support can get a picture of the error. To take a screenshot, you can proceed as follows:

## Take a Screenshot

* Display the Windows taskbar so you can see the time/date when the screenshot was taken
* By pressing the keyboard shortcut "Alt Print", a screenshot of the application is copied to the clipboard. Just pressing "Print" copies the entire screen.
* Start "Paint" and paste the clipboard via "Ctrl V"
* Save the image as a PNG file

## Create an Error Description

Create a brief but informative description. The following information should always be provided:

### Operating System Information

* Press Windows key + E to open Explorer
* Select "Computer" and right-click to select "Properties" to display basic information about the computer
* Take a screenshot and save it with Paint

### Description of the Behavior

* Brief description of the behavior or error (e.g.: Charts do not display any values)
* Can the behavior be reproduced or is it sporadic?
* If it is sporadic behavior, when and how often does the behavior occur?
* Does the error message occur for only one user or for all users?
* Is the behavior the same across different browsers (Chrome, Firefox, IE)?

## Compile JUNE5 / ACRON Data

For acron, proceed as follows to get a reproducible picture of the error:

### Step 1 (Cleanup)

* In acron, enable diagnostic mode for Reporter and DB Server (See ACRON Admin Tool / Global Settings)
* Stop acron services (DBServer)
* Stop JUNE5 services (JUNE5 Web Server and JUNE5 ACRON Service)
* Delete all acron log files from C:\ProgramData\ACRON\Log
* Delete all JUNE5 log files from C:\ProgramData\Videc\JUNE5\Logs

### Step 2 (Reproduce the Error)

* Start acron service (DBServer)
* Start acron Reporter, retrieve process data, and stop Reporter again
* Start JUNE5 services (JUNE5 Web Server and JUNE5 ACRON)
* "Update" the JUNE5 model for the selected acron facility
* Take screenshots of the error image

### Step 3 (Compile All Information)

* Pack the entire acron log folder
* Pack the entire JUNE5 log folder
* Pack screenshots

***Please send the error description, screenshots, and data from Step 3 to <support@videc.de>***


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