Support

If you have a problem with XuvTools, this page should help you get in contact with the developers. Before reporting an issue, please make sure you have the latest version of XuvTools!

For issues that are known but not fixable, we keep the following page:

• Known Issues and Workarounds

1. The version number of XuvTools. The version can be found in the About-Dialog.
2. The operating system you are using (Mac Leopard, Mac Snow Leopard, …, Windows XP, Windows 7, …, Linux…)
3. A detailed description of the problem, i.e.
   • What did you do last in XuvTools before the issue appeared?
4. To make it easier for us to debug the problem, please attach the compressed log files to your email. The log file does not contain any personal information, except for the file name and path of your data sets. Log files can be generated as follows:
   • Make sure that XuvTools (xuvtools_gui.exe in Windows) is not running (e.g. using the Task Manager in Windows)
   • Start XuvTools
   • Open the menu “Tools”, choose “Advanced” (or simply use <Ctrl>-V), check “Enable logging to disk” and choose a directory where the log files will be stored
   • Load your datasets in the stitcher
   • Start the stitcher
   • If the stitcher crashes or gives you any error, close it!
   • Compress the log files (stitcher_log.txt and stitcher_err.txt) with your favourite zip-program, e.g. 7-Zip or WinRAR.
   • Attach the log to the bug report

The best way to report problems is by entering them in the XuvTools bug tracker at

• http://trac.xuvtools.org/

Please check the list of existing bug reports, before reporting an issue! Thank you.

If you are unable to use the bugtracker, you can contact us via the dedicated email address bugs(a)xuvtools.org.

General support questions that do not fit into the category “Bug Reports and Feature Requests” above can be directed at the email address support(a)xuvtools.org.

In certain cases we might require the data set in addition to the log files. If we do need the data set, we will ask you via email to send it in. Note that we will treat your data set as confidential, and that we will never give out any data sets or use them for anything else than fixing and testing the reported error. If we have asked you to send in a data set, here are the instructions what to do next:

1. Compress the data set with WinRAR, using the following options:
   1. set compression to best.
   2. set a checkmark at put recovery record.
   3. If you are a computer wizard, you can also take a look at the dataset pages for details how we store files.
2. Use an ftp client (recommended: FileZilla) to log into our ftp server at ftp://xuvtools.org/, using the login credentials from the email we sent you.
3. Upload the data set with the ftp client.
4. send us an email that you finished uploading the data set.

You need login credentials (username and password) to log into our FTP server, which you can ask for at support(a)xuvtools.org. The free and very good FileZilla client can be used for FTP access, available from http://filezilla-project.org/. We do not use security level FTPES (FTP over SSL) yet. Login-settings for registered users are:

   host: ftp://xuvtools.org
   user: <username>
   pass: <password>
   port: 20020