Before reporting a problem:
a) Make sure you have the latest
version of UR installed
b) Restart Windows
c) Repair your database (
Tools | Compact & Repair with the
Repair and
Reset options checked)
d) Verify that the problem still occurs
When reporting any problems encountered with UR, please ZIP and send all of the following information to
support@kinook.com:
1) Copy the info from
Help | About, the version of Internet Explorer installed, and if the problem involves importing from or interacting with another application (i.e., Outlook, Firefox, Acrobat Reader, etc.), the version+service pack+bitness (32/64-bit) of that application.
2) Run RegEdit and export the registry key
HKEY_CURRENT_USER\Software\Kinook Software\Ultra Recall. Type Win+R (to show the Run dialog), type regedit and press Enter (to start RegEdit), navigate to the above location, and use
File | Export on the menu to save it as a .reg file.
Note: For the portable edition, include UltraRecall.ini from the path where the portable version is running from.
3) A clear description of the problem encountered and screen shots of any error messages, and if applicable, a screen recording demonstrating how to reproduce.
To create a screen shot, press Alt+PrtScn with the error window focused, then Win+R (to show the Run dialog), mspaint and Enter (to start Paint), Ctrl+V to paste the image, and then save the file (preferably in PNG format).
To create a screen recording, download and install CamStudio from
https://camstudio.org/, record the UR window, and compress in .7z format for minimum file size.
4) Detailed steps to reproduce the problem, from the point that UR is started.
5) A .urd file and any other files needed for #4. To minimize the database size, make a copy of the problem .urd file in Explorer or via
File | Save As, then in the copy, delete all items that aren't needed to demonstrate the issue, empty the Recycle Bin, and compact the database (
Tools | Compact & Repair with
Compact checked) before sending.
If the ZIP file to send is larger than 1MB, send it via a free service such as
https://www.mailbigfile.com/ or
https://www.sendthisfile.com/.
We will need all of the above information in order to investigate the problem. All information provided will be kept strictly confidential to Kinook technical support. Thank you.