Well Seeker X: Reporting an Issue

Introduction

Occasionally you may encounter an issue on Well Seeker X or Vantage that requires support from Innova in order to resolve. This guide explains the correct steps to follow, and the information required when reporting an issue.

First Point of Contact

• Field Engineers – Your first point of contact should always be your Coordinator.

• If the Coordinator cannot resolve the issue, they will escalate it to Innova Support.

• If a Coordinator is not available, you can contact Innova Support directly by emailing: [email protected]

Information to Include

When reporting an issue, it is essential to provide as much detail as possible. The more context you give, the quicker the support team can understand, investigate, and resolve the problem.

Please include the following where possible:

• What well are you working in?

• What task were you performing when the problem occurred?

• Which windows, tabs, charts, or dialogs were open at the time?

• Did any error messages appear? If so, what did they say?

• How long has the issue been happening?

• Does the issue occur consistently or intermittently?

• Screenshots of the issue or error message (where possible)

Debugging File

For issues related to Well Seeker X (WSX), many problems are caused by setup or database configuration. To speed up investigation, please include the debugging file when reporting your issue.

A debugging file is a .zip file that contains:

• A copy of your database

• A copy of your setup file

• Additional system information

There are two ways to generate and send the debugging file:

Email Debug (Recommended)

1. In Well Seeker, go to the Help menu.

2. Select Email Debug.

1. If Outlook is your default email client, this will automatically create an email with the debugging file attached.

Create Debug (Manual Option)

1. In the Help menu, select Create Debug.

1. This saves the debugging file to your PC.

2. To attach manually:

   1. Select Open Debug to open the folder where the file is stored.

   

   b. Attach the file to your email to support.

Screen Recorder Tool

Sometimes it is easier to demonstrate an issue with a short video rather than typing out a detailed description. WSX includes a built-in Screen Recorder tool, available from the Help menu.

• Use this tool to record what happens before, during, and after the issue occurs.

• If you are using WSX version 3.0.2.8 or later, the recorder will also capture audio along with the screen recording.

Summary

• Contact your Coordinator first – escalate to Innova Support if required.

• Always include detailed information about the issue.

• Provide screenshots whenever possible.

• For WSX issues, include the debugging file with your report.

• Use the Screen Recorder tool when possible for clearer issue reporting.

By following these steps, you will help Innova Support diagnose and resolve issues more quickly and effectively.