Bugs. A common enemy we wish we could eliminate completely. Unfortunately, it's not always as easy as it might seem, and just reproducing the issue on our end can be a challenge, if we don't have enough information. Below, you'll find a guide describing what details we need, depending on the device you were using, when you experienced the bug.
If this seems way too difficult and too much of a hassle, just submit the report with as much info as you can, and we'll do our best to solve it. The below is what we'd have in the perfect world, and it does makes it much easier for us to solve the issue, but we can in most cases manage without it all - we appreciate all reports!
Bug reports are to be submitted in this section: https://www.unibetcommunity.com/t5/Bug-Reports/idb-p/Bug_reports, but if you're new to the community, feel free to post it below, and I'll move the post for you
Windows client
Regardless of the device, a good issue description is always key. We need to understand what you did, saw and how we can possibly reproduce the issue on our end (don't worry too much about the last part, as we can figure that out, if the first two are described in detail). I've made a small template for you, which you can just copy and paste, when creating the bug report. 1. Bug description (template) When did it happen: 21/10/2020 around 12:05 Hand ID: 100299493 (if the issue is related to one or multiple hands, the hand ID is very useful) On what client did it happen: Windows client (the different clients: Windows client, Mac/OSX client, Browser client (specify if mobile or desktop web), Android app, iPhone/iPad app) Internet connection when issue occured: WiFi (the different connection types: wireless, cable, cellular (internet through mobile phone) Bug description: Every day, when I log in to the client, I have to enter my credentials twice. The first time I enter the credentials and click login, I end up on the login screen again and have to enter my details again. The second time the login works. It seems like the issue is related to the country/language being selected on the login page. Presumed steps to reproduce: 1. Open the Windows client 2. On the login page, make sure no country is selected in the dropdown menu 3. Enter you details and click login Expected result: I'm logged in Actual result: I'm still at the login screen and have to enter my details again 2. Screenshot of issue A screenshot of the issue is often a huge help, as we can see exactly what you saw, and it'll also have details like the hand ID. Don't know how to take a screenshot? Check out this video: https://www.youtube.com/watch?v=FLjVyccdKx8 3. Your log file We'll more often than not need your poker log file, as this has critical details about your connection and other aspects. The log file is called "Poker_log.txt" and can be found in the following folder: C:\Users\******\Documents\Unibet Poker. Sounds confusing? Don't worry, I've made a screenrecording that'll help you: https://www.youtube.com/watch?v=uqWyTu4CS8E 4. Technical details about your system Some issues are local - something isn't working on your end - which means there's nothing we can do about it from our end. In order to identify if this is the case, and in order to be able to reproduce the issue, we will need some basic information about your computer. We'll need two screenshots from you, from your dxdiag; one from the display tab and one from the systems tab. Sounds like latin to you? Check out this quick tutorial: https://www.youtube.com/watch?v=THsaGI_Cho8
Mac/OSX client
Regardless of the device, a good issue description is always key. We need to understand what you did, saw and how we can possibly reproduce the issue on our end (don't worry too much about the last part, as we can figure that out, if the first two are described in detail). I've made a small template for you, which you can just copy and paste, when creating the bug report. 1. Bug description (template) When did it happen: 21/10/2020 around 12:05 Hand ID: 100299493 (if the issue is related to one or multiple hands, the hand ID is very useful) On what client did it happen: Mac client (the different clients: Windows client, Mac/OSX client, Browser client (specify if mobile or desktop web), Android app, iPhone/iPad app) Internet connection when issue occured: wireless (the different connection types: wireless, cable, cellular (internet through mobile phone)) Bug description: Every day, when I log in to the client, I have to enter my credentials twice. The first time I enter the credentials and click login, I end up on the login screen again and have to enter my details again. The second time the login works. It seems like the issue is related to the country/language being selected on the login page. Presumed steps to reproduce: 1. Open the Mac client 2. On the login page, make sure no country is selected in the dropdown menu 3. Enter you details and click login Expected result: I'm logged in Actual result: I'm still at the login screen and have to enter my details again 2. Screenshot of issue A screenshot of the issue is often a huge help, as we can see exactly what you saw, and it'll also have details like the hand ID. 3. Your log file We'll more often than not need your poker log file, as this has critical details about your connection and other aspects. The log file is called "Poker_log" and it can be found in your general "Documents" folder. 4. Technical details about your system Some issues are local - something isn't working on your end - which means there's nothing we can do about it from our end. In order to identify if this is the case, and in order to be able to reproduce the issue, we will need some basic information about your computer. We'll need a screenshot of the "Overview" tab in "About This Mac". See further info here: https://support.apple.com/en-us/HT203001
Browser client
Regardless of the device, a good issue description is always key. We need to understand what you did, saw and how we can possibly reproduce the issue on our end (don't worry too much about the last part, as we can figure that out, if the first two are described in detail). I've made a small template for you, which you can just copy and paste, when creating the bug report. 1. Bug description (template) When did it happen: 21/10/2020 around 12:05 Device type: Windows computer (windows computer, Mac/OSX computer, Android phone, Android Tablet, iPhone, iPad or other mobile device) Hand ID: 100299493 (if the issue is related to one or multiple hands, the hand ID is very useful) On what client did it happen: Browser client (the different clients: Windows client, Mac/OSX client, Browser client (specify if mobile or desktop web), Android app, iPhone/iPad app) Internet connection when issue occured: wireless (the different connection types: wireless, cable, cellular (internet through mobile phone)) Bug description: Every day, when I log in to the client, I have to enter my credentials twice. The first time I enter the credentials and click login, I end up on the login screen again and have to enter my details again. The second time the login works. It seems like the issue is related to the country/language being selected on the login page. Presumed steps to reproduce: 1. Open the browser client 2. On the login page, make sure no country is selected in the dropdown menu 3. Enter you details and click login Expected result: I'm logged in Actual result: I'm still at the login screen and have to enter my details again 2. Screenshot of issue A screenshot of the issue is often a huge help, as we can see exactly what you saw, and it'll also have details like the hand ID. 3. Technical details about your browser Go to http://supportdetails.net/ and copy the URL at the right side (see picture below). Paste the url in the bug report. You can also take a screenshot of it. Feel free to hide the IP address.
Android app
Regardless of the device, a good issue description is always key. We need to understand what you did, saw and how we can possibly reproduce the issue on our end (don't worry too much about the last part, as we can figure that out, if the first two are described in detail). I've made a small template for you, which you can just copy and paste, when creating the bug report. 1. Bug description (template) When did it happen: 21/10/2020 around 12:05 Hand ID: 100299493 (if the issue is related to one or multiple hands, the hand ID is very useful) On what client did it happen: Android app (the different clients: Windows client, Mac/OSX client, Browser client (specify if mobile or desktop web), Android app, iPhone/iPad app) Internet connection when issue occured: wireless (the different connection types: wireless, cable, cellular (internet through mobile phone)) Bug description: Every day, when I log in to the client, I have to enter my credentials twice. The first time I enter the credentials and click login, I end up on the login screen again and have to enter my details again. The second time the login works. It seems like the issue is related to the country/language being selected on the login page. Presumed steps to reproduce: 1. Open the Android client 2. On the login page, make sure no country is selected in the dropdown menu 3. Enter you details and click login Expected result: I'm logged in Actual result: I'm still at the login screen and have to enter my details again 2. Screenshot of issue A screenshot of the issue is often a huge help, as we can see exactly what you saw, and it'll also have details like the hand ID. Exactly how to take the screenshot will depend a bit on your Android device, but generally speaking you should hold down the power button and the volume down button. Doing so for about a second should take the screenshot (you can tell by a visual effect on the screen, indicating the screenshot has been taken). Few more details can be found here. Not sure how to add a screenshot to your community bug report? Click below
Click the camera/photo icon in the post editor This step might look slightly differnet on your phone, but you should see a "Files" option. Now select the screenshot you wish to upload Now just click done and the screenshot will be added to the post.
3. Technical details about your Android device This one will also depend on the device you've got, but you can usually find the details by opening the "Settings" application and then scroll all the way to the bottom, where you'll see "About phone". We need to know your model number as well as Android version (Android version can usually be found under "Software information"). You can also download the "Droid Hardware Info" app, which gives you all the information on one page: https://play.google.com/store/apps/details?id=com.inkwired.droidinfo&hl=en_US
iPhone/iPad app
Regardless of the device, a good issue description is always key. We need to understand what you did, saw and how we can possibly reproduce the issue on our end (don't worry too much about the last part, as we can figure that out, if the first two are described in detail). I've made a small template for you, which you can just copy and paste, when creating the bug report. 1. Bug description (template) When did it happen: 21/10/2020 around 12:05 Hand ID: 100299493 (if the issue is related to one or multiple hands, the hand ID is very useful) On what client did it happen: iPhone app (the different clients: Windows client, Mac/OSX client, Browser client (specify if mobile or desktop web), Android app, iPhone/iPad app) Internet connection when issue occured: wireless (the different connection types: wireless, cable, cellular (internet through mobile phone)) Bug description: Every day, when I log in to the client, I have to enter my credentials twice. The first time I enter the credentials and click login, I end up on the login screen again and have to enter my details again. The second time the login works. It seems like the issue is related to the country/language being selected on the login page. Presumed steps to reproduce: 1. Open the iPhone client 2. On the login page, make sure no country is selected in the dropdown menu 3. Enter you details and click login Expected result: I'm logged in Actual result: I'm still at the login screen and have to enter my details again 2. Screenshot of issue A screenshot of the issue is often a huge help, as we can see exactly what you saw, and it'll also have details like the hand ID. Here's a good guide on how to take a screenshot on an iPhone: https://www.imore.com/screenshot-iphone 3. Technical details about your iPhone/iPad We need to know your iPhone/iPad model (for instance iPhone as well as your software version. You find the software version by going to Settings -> General -> About
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