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Introduction
Using Word Batch Replacer
Getting Started
Main Window
Replace Rules Page
File Items Page
Processing Options Dialog
General
File masks
Properties 1
Properties 2
Batch
Progress Form
Settings Dialog
General
Memory
Timeouts
Command Line Support
Installation Issues
Crash Recovery
Troubleshooting
Common issues
Deep Troubleshooting
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Troubleshooting

Unfortunately, we are not living in ideal world, and it is well known that every program more complex than "Hello, world!", has bugs. Word Batch Replacer is no exception. Although we are doing our best to decrease number of possible issues, you may encounter that Word Batch Replacer fails to operate properly in some conditions. For this case, we have built into Word Batch Replacer means of tracking down origin of the error which will allow us to reproduce, investigate and resolve the problem, so you are advised to use them to help us in improving our software in order to increase our customers' satisfaction.

But, after encountering with an error, before doing anything else, please download and install the latest version of Word Batch Replacer from its official webpage. Only if the error persists, read the suggestions below carefully. Bugs fixing is of top priority for us, we usually do it within a few days, but please note that we are unable to resolve the issue when we cannot reproduce it due to an incomplete or imprecise description.

When reporting about a bug, please include to the report text from "System Information" window.. Without that data, we most likely will be unable to reproduce the problem. "System Information" window is easily accessible by pressing "System Info" button in the bottom-left corner of the "About" window:

System Info Form in Word Batch Replacer

Copy this data to clipboard and paste it into your e-mail message; or save the data to a file and attach it to your e-mail. That information is necessary for us to reproduce the issue and, subsequently, to fix it. The window shown above was designed specially to release you from boring task of entering all those info by hands. All collected data will be used only to allow us to deal with software problems.

When internal error occurs during processing of some item (i.e., input file or folder), the last processing list editor column reflects this fact by displaying one of the following values:

Icon in LogValueMeaning
ExceptionAn exception occurred during the replacement process. This type of error occurs in the MS Word Add-In, and usually the replacement process may continue after that. When such an error occurs, you can also see a window with the following text: “An error occurred in the application.” This window will prompt you to send us a bug report. You are welcome to do it, since we are dedicated to improving our software. Please note that we are not interested in your personal information. Any data received from you will be used only to reproduce and investigate the issue, and to improve our software.
Fatal exceptionAn exception occured in Word Batch Replacer executable module. The process cannot proceed after this type of exception.

When the program encounters an internal error, the dialog like this will be displayed:


Bug Reporting Form in Word Batch Replacer

This dialog often indicates a bug in the program. When you encounter this situation, the first thing to do is to check whether a more recent version of Word Batch Replacer is available on the program’s official webpage. If your version is older than that, please download and install the latest one. You can view the Word Batch Replacer version in the About dialog, and also directly in the bug report window caption.

If the bug persists even when you use the latest version of the program, please feel free to send us a bug report by clicking the “Send bug report” button. The bug report will contain data describing the program’s and the operating system’s state at the moment when the error occurred. To view the report, click the “Show bug report” button. As a rule, the data will not include any information that can be used to identify you. In any case, the information will be only used to track down the software issue. (Our Privacy Policy states just that.) When you click the “Send bug report” button, a series of three forms will be displayed, where you can describe when and how the error occurs.

Sending Bug Report Window #1 in Word Batch Replacer

If we need more information to troubleshoot the problem, we may use your e-mail address to contact you. We never transfer our customers’ contact data to any third parties.

Sending Bug Report Window #2 in Word Batch Replacer

To let us reproduce and fix the error, please provide a full description of the conditions under which the error occurred. If it occurs during the processing of a specific document, please send us the document along with your bug report. Again, any data received from you will be used only to track down the software problem, and will not be transferred to any third party.

Sending Bug Report Window #3 in Word Batch Replacer

If you are reporting an inconsistent behavior of the user interface, a screenshot can be helpful in reproducing the issue. If the error occurs during the processing of a particular document, the screenshot will probably be unnecessary, but the original MS Word document will be very helpful.

When you click the Continue button, Word Batch Replacer will attempt to send your bug report to us. If you are using a firewall, you should allow Word Batch Replacer to do this. Alternatively, you can save your bug report by clicking the “Save bug report” button, and then attach the saved text file to your e-mail message.

Of course, the bug reporting mechanism does not cover all possible error types. For instance, it cannot catch an incorrect processing of a particular replace pattern. In this case, please describe the problem as precisely and completely as possible, and send the description to us, along with the settings that were used for the processing (you can access them via the System Info window), the input MS Word document(s), and the “bad” output MS Word document(s).

We usually fix reproducible bugs within a few days after they are reported.