Reporting bugs on EA
The more details of the issue you give us, the faster we can work out how to fix the issue. In this article, we'll outline some common fixes, as well as the info that's helpful to us.
In this article
Bugs within the platform
If you think you've found a bug, please provide us with as much of the following information as possible.
All the below information can be emailed directly to us at info@essentialassessment.com.au
Developer Console
The developer console often contains error messages that can help us diagnose an issue. To find out how to get a console log, check out our guide.
User details
| Name | Letting us know the full name of the affected user/s will allow us to look into that user/s account to see if we can reproduce the issue. |
| Location | To fix/look into an issue, we need to know exactly where it occurs. Let us know what part of the platform you were on. If this issue relates to an Assessment, let us know the exact name of it as well as the exact question it occurred on. |
| Device and Browser | Some issues occur on some devices or browsers but not others. You can give us a report on this information by going to https://www.whatismybrowser.com and sending us your web browser's unique URL. |
Screenshot
Screenshots provide us with a better understanding of an issue.
Taking a screenshot on Windows
- Hold down the Windows icon+Prt Sc keys.
- Paste the image directly into the body of your email (right-click > Paste or Crtl + V).
Taking a screenshot on MacOS
- Hold down the ⌘ Command+Shift+4 keys.
- Click the Capture Entire Screen button in the onscreen controls. Your pointer changes to a camera.
- The image should save to your desktop. Attach it to the email.
Taking a screenshot on an iPad/iPhone
- Take a screenshot by following the below:
- On an iPad with a Home button: Simultaneously press and then release the top button and the Home button.
- On other iPad models: Simultaneously press and then release the top button (on the top-right edge of iPad) and either volume button.
- On an iPhone with Face ID: Simultaneously press and then release the side button and volume up button.
- On an iPhone with a Home button: Simultaneously press and then release the Home button and the side button or sleep/wake button (depending on your model).
- Tap the screenshot in the lower-left corner, then tap Done.
- Choose Save to Photos or Save to Files.
- Attach the image to the email.
Taking a screenshot on an Android
- Press the power and volume down buttons at the same time. If that doesn't work, press and hold the power button for a few seconds and then tap Screenshot.
- At the bottom left, you'll find a preview of your screenshot. On some phones, at the top of the screen, you will see Screenshot capture.
- Attach the image to the email.
More detailed instructions can be located here.
Screen recording
Taking a screen recording of the error while it is occuring will give us a better understanding of the issue, especially if the error isn't stagnant.
Taking a screen recording on Windows
- Hold down the Windows icon+Alt+R keys.
- Once you have finished recording, the .mp4 video file will automatically be saved under File Explorer > Videos > Captures.
- Attach the screen recording to the email.
Taking a screen recording on MacOS
- Hold down the shift+⌘ Command+5 keys. This will bring up the Screenshot toolbar.
- Click the Recording for the entire screen option.
- Once you have finished recording, you can open screen recordings with QuickTime Player or iMovie.
- Attach the screen recording to the email.
Additional information
If you're able to include answers to the following questions, this is incredibly helpful:
- Are all the students in your class affected by the problem or just individual students?
- Approximately what time did they experience the issue?
- What is the model of the device they are using?
- Is the screenshot you provided before the error occurred, or after? If possible, we would like screenshots of both instances.