The more specific information we receive about a FileMaker problem, the more quickly we can begin diagnosing it. A clear description also helps us determine whether the issue is limited to one user, tied to a particular record or workflow, or broadly affecting the system.

Describe the problem

There are several items that can assist us in addressing your issues.

  1. Tell us which part of the solution you were using and what you were trying to accomplish. 
  2. Include the layout, module, report, script, or record involved so we can begin testing in the correct area. 
  3. Take a screenshot that includes the complete FileMaker window and the full message whenever possible. 
  4. Error numbers and exact wording are more useful than a summary. Similar-looking problems can have very different causes. 
  5. Let us know whether the issue happens every time, only occasionally, or only with a particular record. 

If you can repeat it, provide the steps in order, including what you clicked and what result you expected.

Tell us who is affected

Tell us whether the issue affects only you, several users, or everyone. Also indicate whether you are working in the office, from home, through a VPN, in WebDirect, or on FileMaker Go, because the connection method can significantly narrow the cause.

Include useful details

Include a safe record identifier, such as an invoice number, project number, or customer ID when it is relevant. Do not send passwords, full credit card numbers, Social Security numbers, or other confidential information in an ordinary support message. Provide the approximate date and time the issue occurred, especially for server or integration problems. Mention any recent workstation, operating system, FileMaker, printer, email, network, or business-process changes that may be related.

For more complex situations, your developer may request to meet with you virtually so you can demonstrate the issue you are experiencing.