How to report errors and problems in the application - a guide for users and IT Support
This guide has been prepared to make it easier for users to report problems and to help Support staff diagnose problems faster. The more information you can collect during the first contact, the faster the report can be resolved.
Remember: most technical problems can be solved in a few minutes if the report contains complete information. If you report an error, provide all the details, describe what you did step by step, and the IT team will have a much greater chance of quickly diagnosing and solving the problem.
Login problems
Logging in is one of the most common activities in the application, but also the most common source of problems. That's why we've prepared detailed help articles:
Most common scenarios
- I forgot my password – use the "Forgot your password?" button. and follow the instructions. The reset link is valid for 1 hour.
- I did not receive the email - check your SPAM folder, make sure the email address is correct. If in doubt, contact your company administrator.
- Activation link has expired – the link becomes invalid after 7 days. Clicking on the old link sends a new email.
- Password reset link does not work - it becomes inactive after an hour, you need to generate a new one.
Tip: if you are sure that the data is correct and yet login fails, report the problem to support. Specify exactly at what stage the problem occurred - whether it was entering your login, verifying your date of birth, or clicking on a link from the email.
What information should I provide when reporting a bug?
In order for support to diagnose the problem quickly and effectively, it is worth including as many details as possible.
Key information:
- User data: name, surname, e-mail address, company,
- The module in which the error occurred (e.g. login, reports, signature, employees, matters),
- Device: computer / laptop / phone,
- Operating system: Windows, macOS, Android, iOS,
- Browser and version: e.g. Chrome 126, Edge 121, Safari 17,
- Date and time of error occurrence,
- Step description: what exactly the user was doing just before the problem occurred.
Additionally helpful:
- Screenshots of error messages,
- Screenshot from the console or "Network" tab,
- A short recording replicating the problem.
Even if the error is not visible in our monitoring, this information will allow us to find the cause and solution faster.
Server errors and unknown messages
While working with the application, you may see general messages that don't mean much at first glance. Typical examples are:
"Error. A server error occurred. Report the problem to your administrator." "AxiosError: Request failed with status code 500" "Unexpected error occurred"
Most often, this indicates a technical problem on the server side.
Although to the user it looks like "something went wrong", for the IT department these messages are a valuable clue. Different error codes indicate different causes of problems:- 400 – Invalid request: the application sent data that the server cannot process.
- 404 – Resource not found: The address the application tried to reference does not exist.
- 500 – Server Error: a problem on the server side - e.g. overload, code error or temporary failure.
What should I prepare for reporting?
- Screenshot of the error message (e.g. popup on the website),
- Screenshot from the console or the "Network" / "Network" tab,
- Video (30-60 seconds) showing step by step what you do until the error occurs,
- Description of the situation - e.g. "I clicked Log in → selected a document → the application hung."
How to check error details in browser?
Many people don't know that web browsers have built-in diagnostic tools. They are mainly used by programmers, but in problem situations they can help anyone. Here's how to open them:
- Press F12 (Windows) or Cmd+Option+I (macOS). Alternatively, use Ctrl+Shift+I.
- In the new window you will see several tabs - the most important are:
- Console – application error messages are displayed here, e.g. failed queries, script problems.
- Network – shows all application connections to the server. Here you will find information which query resulted in an error.
- Refresh the page (F5 key) to trigger the problem again and see it in the logs.
- Click on the item marked in red - in the details you will find information that will allow support to understand the cause of the error.
Note: Screenshots or log exports from these tabs are extremely helpful for support.
Why is it important?
A simple "Something went wrong" message doesn't mean much to developers. However, a screenshot from the console or the "Network" tab can shorten the diagnosis from hours to minutes. That's why we really want users to submit full data, not just a description like "It's not working."
Electronic signature errors (Signius)
The system uses integration with the Signius platform. It is responsible for handling electronic signatures. If a problem occurs when signing a document:
- First, check the Signius Knowledge Base - there you will find detailed instructions for different types of errors.
- If your problem is not described, report it to support and prepare:
- Document number,
- Type of signature (e.g. regular, qualified),
- Screenshot of the error message,
- Device, system and browser information.
Summary
Remember: reporting is not just about clicking the "Send" button. It is also the user's responsibility to provide all the details. This allows IT support to work quickly and effectively.
The best reports are those that recreate the problem step by step. If you're not sure what information to collect, it's always better to send more than less. Support will never be offended by additional screenshots or recordings.