# Prepare a useful support report without exposing a licence or private design

Include the first error, exact environment and a minimal reproducible example. Review logs and bundles before sharing them privately.

## Compatibility

Include exact client and engine versions

Published guidance with release-applicability limits. Confirm package applicability before following this guide.

## Include the evidence needed to reproduce

1. State the tool, version/build, numerical-engine version where relevant, OS and CPU architecture.
2. Give the intended task, exact steps or command, first error and whether it occurs at launch, licensing, input parsing, meshing, solving or export.
3. Include the current run log and settings relevant to that stage. State whether a supplied example succeeds.
4. Prefer the smallest redistributable input that reproduces the issue. Keep required process/include files together when they can be shared.
5. For numerical differences, give units, compared quantities, input versions and refinement evidence rather than only a screenshot of the final number.

## Review before sending

Remove passwords, licence keys, session tokens, proxy credentials, unrelated personal data and confidential customer/process information. System IDs and licence-related diagnostics should go only through private support when requested.

A report may remain unresolved when its attachment or exact version is unavailable. The knowledge base labels these gaps instead of presenting an untested workaround as a solution.

## Distinguish a selected archive from a portable calculation

In the checked InductEx® 8 Studio candidate, Support Bundle copies selected saved files rather than unsaved editor text. Its generated reports include licence-status metadata, and selected raw files keep their exact content. Review all members before sharing; switching source-file copying off is not automatic anonymisation.

The support archive also gives copied documents prefixed names without rewriting their internal references. Use the related portable calculation-record guide when you need a complete runnable input hierarchy and a checked fresh rerun. These are InductEx-specific scoped observations, not a claim about every product’s archive format.

## Sources and verification details

Recorded inputs/builds only. Complete walkthrough and final-package acceptance remain separate.



- support:SUP-005: Generalised editorial finding; outcome qualification retained
- support:SUP-006: Generalised editorial finding; outcome qualification retained
- support:SUP-017: Generalised editorial finding; outcome qualification retained
- smlicensed:README.md: Troubleshooting diagnostics
- inductex:docs/manual/studio_results.tex: Run summary and diagnostic artifacts
- josim-pro:docs/manual_source/sections/troubleshooting.tex: Runtime diagnostics
- validation:support-records-windows-20261104: VAL-034/VAL-035; scoped InductEx archive contents, privacy limits and separate runnable record

- Support history informed this draft. Current-source guidance has been checked; a fresh walkthrough on the intended distributed release and product-owner review remain pending.

## Related guides

- [InductEx® cannot find i.txt or another generated output](/knowledge-base/inductex-missing-current-file)
- [JoSIM®-Pro reports that the matrix has no solution](/knowledge-base/josim-singular-circuit)
- [The licence daemon starts, but the application is still unlicensed](/knowledge-base/shared-daemon-starts-but-unlicensed)
- [Export a selected Studio support bundle and review its contents](/knowledge-base/inductex-support-bundle)
- [Create and verify a portable InductEx® calculation record](/knowledge-base/inductex-export-project)
- [Choose autosave and recover unsaved source](/knowledge-base/josim-autosave-recovery)