Frequently Asked Question

Steps to Reproduce

Last Updated 7 years ago

Steps to Reproduce – What It Means and How to Capture the Details

Why a vague description or a short video isn’t enough

A reproduction requires the exact conditions that trigger the fault.
Without the specific file, software version, platform, hardware specs and the precise sequence of actions, the issue cannot be isolated or recreated in a test environment.

Information You Must Gather

Category	What to Provide	Why It Matters
File(s)	Exact filename, file size, location, and any relevant data (e.g., .ods, .odt, .csv)	Determines whether the fault is data‑specific or universal
Software	Application name, version number, any patches or updates applied	Different versions may have distinct code paths
Platform & OS	Windows 10/11, macOS version, Linux distro, etc, including version/build (especially important for Windows)	Some errors are OS‑specific
Hardware	CPU, GPU, RAM, storage type (SSD/HDD), any peripheral involvement	Certain hardware combinations can expose bugs
Exact Steps	Step‑by‑step actions from a clean start to the error (e.g., Open application → Load file → Click “Left Menu” → Select “Option 2” → Generate output → Error appears)	Enables the support team to replicate the scenario precisely

Practical Checklist for Users

Capture the file

Zip the problematic file(s) and include in your ticket.

Note software details

Open the application → Help → About, or similar and copy the version string.

Record system specs

Run msinfo32 (Windows) or systeminfo (Linux) or Apple Menu, then About This Mac and paste the summary.

Document the reproduction steps

Write them in numbered order, including user, open/load, any button clicks, menu selections, or settings changed.

Add screenshots or a short video (optional)

If you must, record the whole process from start to the error, but still include the items above.

Example of a Complete Report

File: report.odt (size 2 MB) located in C:\Users\John\Documents\Projects.
Software: OpenOffice, version 16.0.14326.20230.
Platform: Windows 11 Pro, 64‑bit, Intel i7‑10700K, 16 GB RAM, SSD.
Steps to Reproduce:
Launch OpenOffice.
Open report.odt.
Click the Left Menu (the hamburger icon on the left side).
Select Option 2 – Generate Output.
The application displays “Something went wrong” and closes.
Additional notes: The error occurs only with files larger than 1 MB and after the most recent update (July 2019).

What to Do If You’re Unsure What to Provide

Speak to your line manager and ask what you should include, they will be able to offer guidance, or speak to your account manager.

Bottom Line

Providing a complete, reproducible scenario; including the exact file, software version, platform, hardware, and step‑by‑step actions, allows our support engineers to isolate the fault, test a fix, and deliver a resolution quickly. Vague descriptions or incomplete data significantly delay troubleshooting and may result in unresolved tickets.

If any of the required items are missing, please gather them before submitting a support request.

GENSupport may well reject or return a ticket that has missing or incomplete information, remember specialist time is a paid resource and it is important to us that we resolve tickets as quickly and efficiently as possible.