Replication Instructions for EditLive!

To analyze your problem, we need to be able to replicate it.

Please provide answers to these questions and attach the files listed below:

Always Required:

1)       Advise whether the problem relates to one computer or many computers.

2)       Tell us the product, version and build number for the product - this is available from the ‘About EditLive! …’ toolbar item on the far left of the toolbar.

3)      Obtain a Java Console log file by:

a.    Enable debug logging by including the setDebugLevel property in your code.  For example:

Javascript: editlivejava.setDebugLevel("http");

ASP: eljglobal.DebugLevel = "http"
(Note: ensure eljglobal is the instance of the EditLiveForJavaGlobal object)

JSP: Add the attribute: debugLevel="http" to your eljglobal tag.

b.    Run EditLive! For Java and reproduce the issue.

4)        Send us the contents of the Java Console.  In the case that the browser or the Java console lock up and are inaccessible, the log is usually also written to a file with path similar to this:
C:\Documents and Settings\[User Name]\Application Data\Sun\Java\Deployment\log

Please send in the most recent .log file and .trace file. 

On Windows, you can activate the Java Console by right-clicking on the Java icon in your system tray and selecting "Show Console"

On Macintosh, the output is sent to the System console which can be viewed using the "Console" application in Applications -> Utilities

We may also ask you for:

5)        Send us the XML configuration file that is being used for the site.

6)       Send us screen shots of the error occurring that shows the WHOLE browser.  Please make these gif or jpeg files.  Images can also be sent embedded in a MS Word document.

7)      Send us the source code for the WHOLE script page that contains the instance of EditLive! and any other pages that may be related.

8)      Send us examples of documents that may have been involved (eg: MS Word documents used for cut and paste)

Submit a technical support case first. You will then receive an automated reply that includes your case number. Please provide answers in a reply to that email and attach the requested files.