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Submitting Problem Reports

For registration codes, ordering problems or questions, please email orderdesk@cerious.com

14 October 2014

On Friday 10 October, we discovered some problems that have occurred sporadically over the past couple of months with the interface between our our support system and its incoming mail queue (support@cerious.com and bugsystem@cerious.com). We've found and fixed the problem, which has brought the missing cases into our system, but determining which items were handled manually is difficult and time consuming.

We are terribly sorry that this has happened but it does explain some no-response calls and emails. Please know that supporting ThumbsPlus is very important to Cerious Software! We have resolved this issue and will do everything we can to prevent it in the future.

If you submitted a problem report before 7 October 2014 and never received either a ticket number or a response, or if you received a ticket number but no response, please submit your problem again so that we can spend our time answering questions rather than figuring out whether they need to be answered!

Be sure you have whitelisted cerious.com! We can't respond if your email program or ISP spam filter ignores what we send.

Please also be sure to read the note below about crash reports, as we don't respond to them personally.

Thank you for understanding!

Screen shot from Windows Start menuSubmitting Problem Reports

Bug report iconThumbsPlus versions 8 and 9 include a built-in bug report program (ThumbsBug) that you can run from the Windows Start Menu - All Programs
- ThumbsPlus
- Utilities
- ThumbsPlus 8/9 (Problem Report)
.

On Windows 8 and 8.1, if you don't have a Windows Start menu, use the built-in search and type ThumbsPlus to locate the ThumbsPlus Problem Report program.

Also, if ThumbsPlus crashes, ThumbsBug will usually run automatically to submit a Crash Report. We do not responded personally to these. Instead they are aggregated automatically . Please change the subject line, removing the words Crash Report, and enter additional information in the details if you need a response. You may also submit an additional problem report referencing the case number assigned to the crash.

Be sure that the return email address is valid, and that you've whitelisted cerious.com with any spam filters on your computer or through your ISP! We can't respond if your spam filter blocks our email.

At the top of the bug report program, you can use the Configure button to set your email program preference. If ThumbsBug cannot send the mail automatically, just attach the .7z file, which includes logs, preference settings, crash info, and in some cases a screen shot, to an email using your existing email program or web-based email. Send it to support@cerious.com. Be sure the subject line has ThumbsPlus in it.

For earlier versions of ThumbsPlus and Capsnapper, or If you prefer to send regular e-mail, please email support@cerious.com. Be sure to include the information so that we can respond, including name, e-mail address, operating system, product name and version, and a description of the problem. Be sure to put ThumbsPlus or Cerious in the subject line to make it easier for us to dig through the spam. You may attach screen shots or example files, depending on the mail size limits of your ISP.

It's easiest for us to help you if you have the latest release. The current ThumbsPlus release is 9.0 (build 3938).

Note: We have removed our previous web submittal forms because of an enormous amount of spam from robots.

 
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