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Reporting Issues - 10 Item Error

MangoMan

If you need to report an issue Quicken gives you the option to attach additional files (e.g. a specific screenshot). After entering all the information, your details of the issue and attaching the file(s), Quicken gives a warning that there is a maximum of 10 files you can send (the one you added and the default collection of data files chosen by Quicken program = 11). The error message only gives you the option to Close, thereby LOSING all of the details you just provided.

Quicken should allow you to RETURN back to the previous screen and make changes as needed. Maybe this is a PURPOSEFUL way to keep people from reporting issues to Quicken, but it has the opposite effect on users to further dislike the program.

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Comments

nmestanas

Well, I can only answer from my personal experience. I reported an issue using the method you cited above. I included a screenshot and the default files. I received an email the following day asking for the "sanitized" file. The tech included a Dropbox link to upload the file as well as a more detailed list of steps to reproduce the errors. I also included more a few more screen shots.

So I'm not worried about "missing" a key file to send. If they need something more, they'll ask for it. I certainly don't think the "limit" is designed to refrain folks from reporting any issues.

MangoMan

It's not missing a file that is my complaint. It's that you can't go back a step and make a change to your submission and you end up losing the detailed problem description you just spent 10 minutes completing. There's no advance warning, no way to edit your submission - it all just goes Poof.

Jim_Harman

I agree 100% with @MangoMan

Reports are now often rejected even if the user accepts the default and does not attach additional files.

After composing a description, I usually copy and paste it to a text editor so that I do not have to re-create it if the report is rejected.

It is also a pain that the Description does not permit even the most basic text formatting, and if you try to copy and paste a multi-paragraph description from a Community post, the Paste stops after the first paragraph break. You must copy one paragraph at a time and paste it into one big paragraph in the Description.

nmestanas

Got it and I agree also. We have one shot to include the screen grab with the error, attach the logs, and describe the steps that led to the error. One false move or click, and it's gone. While the log files are still there, they are all over the place. Worst part is spending the time to write what happened and have it vanish, only to start over.

I do the same as Jim describes. Write the description, copy/paste into a text editor BEFORE sending. I do this with many other sites beside Quicken.

Windows also allows you to take screen shots. I use an app called Snagit. It allows me to capture a region so I don't have to include the entire screen.