Task
Report a problem
Send AerTwin support a report from inside AerTwin — your words, a marked-up picture of the screen, and the technical state of your session.
Find⚑
This is the fastest way to get help, because the report shows support what you saw. It carries counts of records and versions, never the findings themselves.
To report a problem
Section titled “To report a problem”-
At the right end of the toolbar, click the flag ⚑.
The Report a problem window opens. If the model has stopped, the message over the view has a Report a problem link too.
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Under What were you doing, and what went wrong?, describe what happened. A report needs at least one line.
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To point at the problem, click Mark up the screen….
Chrome asks whether AerTwin may take a picture of this tab. Allow it.
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Draw on the picture with Arrow, Box, Text or Pen, in red, yellow or white. Undo removes the last mark. Click Done.
If Chrome cannot take the picture, click Mark up the 3D view instead….
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Keep Include pictures of the current view selected.
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If you need someone to help you now, select Urgent — I need live remote support.
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Click Send report.
What support receives
Section titled “What support receives”| Item | Content |
|---|---|
| Your words | What you wrote |
| Your marked-up picture | The picture with your marks, shown first |
| Pictures of the current view | The model as streamed, the same view with your pins and labels, and the server’s own render |
| Technical state | The state of the connection and the picture, and counts of records |
| Who and where | Your account, the project and the session |
If the report cannot be sent at once, AerTwin keeps it in your browser and sends it when it can. Download report saves the same report to your computer instead.