What details should I add to my problem report that I enter on the Technical Support online form of the product website?
For problems like server connection error, unexpected delay while editing a document, a crash of the application, etc for which the usual details requested on the Technical Support online form are not enough you should generate a log file and attach it to the problem report. In case of a crash you should also attach the crash report file generated by your operating system. For generating a logging file you need to create a text file called log4j.properties in the install folder with the following content:
log4j.rootCategory= debug, R2 log4j.appender.R2=org.apache.log4j.RollingFileAppender log4j.appender.R2.File=logging.log log4j.appender.R2.MaxFileSize=12000KB log4j.appender.R2.MaxBackupIndex=20 log4j.appender.R2.layout=org.apache.log4j.PatternLayout log4j.appender.R2.layout.ConversionPattern=%r %p [ %t ] %c - %m%n
Restart the application, reproduce the error and close the application. The log file is called logging.log and is located in the install folder.