As with any software, bugs happen. Should you ever need to report a bug to us, this article has a few tips on how you can help us help you most effectively. 

How to Contact Us

You can submit your bug reports via email by sending directly to support@groovehq.com, or you can also submit them via our customer support widget in your Groove Inbox.

Either way, your bug report will end up in the right place. 

Submitting Bugs

There are a few things you can do that will help us tremendously when responding to your bug tickets. 

1. Tell us it's a bug and include brief description in the subject.

It's a little thing, but it helps us spot these tickets in the queue.

2. Include a detailed description of the bug, along with the steps to reproduce it, and what your expectation is for the correct behavior.

Here is a good example of a bug report:

  • Open any ticket.
  • Write a reply and add an email with a sytax error (e.g: example@foo;com) in "cc" or "to" field.
  • Click on "Send as Open", your system detects the mistake and shows it in red. 
  • Fix the mistake (e.g: example@foo;.com ==> example@foo.com) and try to click again but the button is disabled. You need to relaod the page to re-enable it.
  • My expectation is that the syntax error would be detected without disabling the send button.

Here is a not so great example:

"I was writing a reply to a ticket and the send button got disabled."

3. Include the URLs (or ticket numbers) for ticket examples from your account.

In almost all cases, we will need to take a look at an example of the bug you're reporting in order to understand the problem. Sending examples up front saves us a lot of time when researching your bugs.

4. Always send screenshots.

Even if you don't' think it requires it, send a screenshot just in case. This helps us get a better idea of what it is you're referring to exactly. If you have the means to take a screen recording of a bug, even better. 

Troubleshooting Browser/Computer Issues

If you're having weird performance issues while using Groove, and you don't see any tweets from us announcing widespread problems, then it's likely that the problem is specific to your computer. 

Troubleshooting Browser Issues

  1. Clear your cache & cookies, restart your browser
  2. Test Groove in an incognito (private) window (Guides for Chrome, Safari, Firefox, IE)
  3. Test Groove in a different browser
  4. Open your developer console and see if you are getting any errors (Guides for Chrome, Safari, Firefox, IE)

Troubleshooting Computer Issues

  1. Check your anti-virus software to see if it could be interfering with Groove.
  2. Check any firewalls you may have.
  3. Check your ISP status for any service related issues.