Submit a Bug Report

Available with the following Subscriptions: All Subscriptions
Available for the following Project Roles: All Roles

Report unexpected behavior using the Bug Report form. After first trying basic troubleshooting users can create a Bug Report and are encouraged to include clear reproduction steps and relevant screenshots. Bug reports are reviewed by the cmBuilder development team.

Basic Troubleshooting

Sometimes what first appears to be a Bug is actually a momentary glitch, usually affecting only the current user-session. To rule out temporary glitches before creating a Bug Report try the following:

1. Try a hard refresh using Ctrl + Shift + R. A hard refresh is more thorough than a normal page refresh using the browser refresh button 🔄️. Hard refreshes resolve most glitches that aren't actually bugs.
2. Try signing out and then signing back in via the user profile button in the top-right corner.
3. Try an alternate web browser; cmBuilder runs best on Microsoft Edge and Google Chrome.
4. If you have activated Experimental features from User Settings, deactivate the setting.

Submit a Bug Report

If the problem persists after the basic troubleshooting, create a bug report. To expedite the resolution process, please provide as much detail as possible to assist the development team. To report a Bug:

1. Click the ? icon (1) in the upper-right corner.
2. Select Bug report (2).

3. In the Subject field (3) enter a short but descriptive title that summarizes the issue.
4. Paste the affected Scenario's URL into Error link field (4).
5. (Optional) Select the appropriate urgency level from Priority (5):
6. In Describe the bug (6), provide a detailed description of the issue. Include the exact steps required to reproduce the bug, including what you were doing before the issue occurred, what happened, and what was expected.
7. Upload supporting screenshots, videos, or files using Upload screenshots or files (7). When uploading screenshots, capture the full browser window, including the tab name and URL bar, whether the issue occurs in the 3D Space or a Sidesheet.
   • The form supports JPG, JPEG, PNG, PDF, PPT, PPTX, XLS, XLSX, DOC, DOCX, CSV, TXT, MP4, GIF, and several CAD/BIM file formats. The maximum file size is 50 MB per file.
8. Click Submit (8) to send the bug report to the support team.

Capture Additional Diagnostic Information

Browser console and network logs give the development team extra detail that speeds up diagnosis and are required when a bug affects an individual or small number of users but not everyone. Capture these alongside your bug report as screenshots or as a video. If there are too many rows of errors, capture images of each unique error types instead of every instance of errors that appear similar.

1. Right-click empty white space on the page, or press F12, and select Inspect (1) to open the browser's developer tools.

2. With developer tools open, do another hard refresh (Ctrl + Shift + R) to reload the page. This repopulates the Network tab.
3. Scroll through the Network tab (2) list looking for errors or warnings. Click on any flagged items and capture a screenshot of its details.

4. Scroll through the Console tab (3) list looking for errors or warnings. Click on any flagged items and capture a screenshot of its details.

5. Upload the Console and Network tab captures to the bug report using Upload screenshots or files.