Send support a sealed report from inside Nebula and follow its progress.
You need
- the installed Nebula app (reports do not work in a browser preview)
- an internet connection, or patience, because a report waits and sends by itself
Steps
Open Report a problem
The quickest way is Settings.
Settings›Support›Report a problem
- Licence & System
- Performance
- Support
Send crash reports automatically
Report a problem
Your reports
You can also open it from any of these.
| Where | What to click |
|---|---|
| Help | Need help? in the top bar, then Report a problem |
| A run that crashed | Report a problem on the crash screen |
| The start screen when the engine will not start | Report a problem. Works while the engine is offline |
| The engine dot in the top bar when it is not green | Click the dot |
| The launcher | Report a problem at the foot |
Add a note
Type what you were doing into What were you doing when it went wrong? (optional). Up to 2000 characters. A note is optional. One line helps a lot.
Choose automatic reports
Tick Send crash reports automatically from now on if you want future crashes sent without asking. Leave it unticked to send only when you press the button.
Press Send report
Press Send report. It says Sending…. You can close the window while it sends.
What were you doing when it went wrong? (optional)One line helps
Send crash reports automatically from now on
Send report
Keep your reference
You see one of three results.
| Result | What it means |
|---|---|
| Sent to our support team. | It arrived |
| No connection right now. Your report is saved and will send by itself. | It is queued on your computer and retries |
| The report could not be prepared. Please try again. | Press Send report again |
Under Your reference is a short code. Press Copy and quote it if you contact us. Press Done to close.
Follow it in Your reports
Open Your reports from Settings › Support, or from Help. Each report moves through Received, Being fixed, Problem fixed. Support replies show here too, and a fixed report names the version with the fix.
What a report contains
| Included | Not included |
|---|---|
| Your note | Trading passwords or credentials |
| Recent app and engine logs | Your licence key |
| The app version and your system type | Your machine ID |
Your note and the logs are sealed on your computer so only our support team can read them.
Automatic crash reports
| Setting | Where | Default |
|---|---|---|
| Send crash reports automatically | Settings › Support, or the tick box in the report window | Off |
When it is off, nothing is sent unless you press Report a problem. When it is on, a crash the app sees sends a sealed report with no note, at most three a day. Settings also shows how many reports are waiting to send and the reference of the last one sent.
If something goes wrong
Reports need the installed app.
WhyYou are in a preview, not the installed app
FixInstall Nebula and report from there
Send report is greyed
WhySame as above
FixSame as above
waiting to send in Settings
WhyYou were offline
FixLeave Nebula open online. It sends by itself
That is a lot for one day. Please try again tomorrow. in Your reports
WhyYou hit the daily limit for replies
FixTry again tomorrow
No connection right now. Try again in a moment. in Your reports
WhyYou are offline
FixReconnect and try again
Questions
Do I need to attach log files?
No. Nebula packs the logs into the report for you.
Can I still email support?
Yes. Help says: reply to your purchase email or use the live chat on orionrfx.com. Quote your reference.
Will support see my trades?
Reports carry app and engine logs, not your trading credentials.