If technical support is not able to view your screen when the error happens, then you need to provide them with the details that enables them to know what you were doing where and what happened that you did not expect. Obviously. "CW doesn't work." is not enough information. Neither is "I could not do XYZ."
To be of help we need to know:
Where, within Community Weaver, were you when the error happened? What page were you viewing?
Provide us with the URL of the page you were viewing before the error occured (while everything was still OK).
What did you do just before the error happened? What triggered the error?
Did you enter data in a field? Which data? In which field?
Did you click on a button or link? Which one?
Or was it anoher action or activity that triggered the error?
What was the error observed?
If there was an error message, include a copy of the error message (usually inside a red box).
If there was no error message from the program, describe what you observed and how it was different from what you expected to happen.
Where did you end up after the error?
What is the URL of the page you saw after the error appeared? This may often be the same URL as in item 1, but it might also be a different one.
Is there any other unusual activity that you noticed?
Can the error be repeated?
Please do not forget to give us:
the name of your Timebank (the URL).
the Community Weaverr role (Member, Asst Coordinator, Coordinator or Primary Coordinator) of the account that you were using when the erroe happened.
Providing thorough information about the issue will enable us to better understand your situation and will also enable us to give you a quicker answer.
To protect your security, please do not post your password or other private information in the support tickets and emails.