A useful support report separates observations from assumptions. Record the error text, time, environment and safe reproduction steps without sharing confidential data. This guide is independent of the operating system; version-dialog names vary by application.
1. Record the incident
Note the date, time and time zone, the affected application and its exact version. Add the operating system version, device type and last known successful use. Write “unknown” for missing information instead of guessing. Describe the impact: does the issue affect one file, one user or several workstations?
2. Describe the error and steps precisely
- Copy the complete error message and code if possible. Otherwise take a screenshot and transcribe the text as well. Do not translate or shorten the error code.
- Number the actions leading to the error: initial state, file or function opened, exact button and result. Use neutral placeholders for filenames where necessary.
- Separate the expected result from what actually happened. Write “Saving displays error X” rather than “The server is broken” unless the cause has been established.
- State whether the error happens every time, occasionally or only once. Repeat only safe steps using test data or a copy. Do not repeat payments, deletions or actions risking data loss just to reproduce the issue.
3. Evidence and previous attempts
Add known changes shortly before the failure and measures already tried, with the result of each. Do not change several settings at once. Keep the original log protected; share only necessary excerpts from the relevant time window. An event at the same time is a clue, not proof of the cause.
4. Check before sending
Remove passwords, session tokens, personal data and confidential document contents from the copy you will send. Check the browser address bar, file paths and screenshot background too. Placing a rectangle over text in an editable file is not secure removal. Reopen the final attachment and inspect the result. Use the designated support channel and check the recipient and attachments; do not publish unchecked complete diagnostic packages in a forum.
Copyable template
- Short title and impact:
- Date, time, time zone:
- Application/version, operating system/version, device:
- Initial state and numbered steps:
- Expected / actually observed:
- Complete error text and code:
- Frequency, last success, known changes:
- Already tried / result of each attempt:
- Checked, sanitized attachments:
Final check: another person should understand the sequence without asking about basic steps. Report unrelated issues separately.
Source
Mozilla: Bug Writing Guidelines – the basis for precise steps, clear results and separate reports; the privacy check supplements the general support workflow.