Reporting a problem

What to send so a problem can be found and fixed the first time, and where to send it.

Where to send it

Email support@airzstudio.com.

What to include

1. The release and build. File › Settings…, under This editor: for example 1.0.0 (build 1).

   

2. What you did, step by step, from opening the document. "I selected the plate, set Opacity to 50, pressed Tab" beats "the opacity is broken".

3. What you expected, and what happened instead.

4. The document, if you can share it. A document carries its fonts: check their licences first. To send only the part that goes wrong, File › Export artboard… writes one artboard with everything it needs.

5. A picture of the problem: a screenshot of the window, or File › Export frame as PNG… for what the graphic draws.

6. For a .riv that imported wrongly, the import report: File › Last import report…, and the .riv itself.

7. For something wrong on air, a still of the output and the same moment from the editor, and what the operator sent. See It plays here but not on air.

Before you send it

• Is it in the manual? Search it: the problem may be a limit or a known setting. See Limits and performance.
• Does preflight say something? Its findings explain many problems on air. See Preflight findings.
• Does it happen in a new document? If not, the document is part of the problem: send it.
• Does something say "The scene compiler is missing"? The assistant and custom 3D materials use it, and it comes with airZ Editor: reinstall airZ Editor to get it back. File › Settings… › Scene compiler should then say "Yes, built in".

See also

• Settings
• Recovering a document