Reporting Bugs

How to Report a Bug

Found a bug? Help us fix it quickly by providing detailed information.

Quick Report

In-App (Fastest):

1. Click the bug icon (🐛) in bottom-right corner
2. Describe the issue
3. Screenshot automatically captured
4. Click "Submit"

Email: bugs@solatis.team

Chat: Click "?" icon → "Report Bug"

What to Include

Required Information

1. What happened? Clear description of the issue:

Example: "When I click 'Upload Document', nothing happens."

2. What did you expect?

Example: "File upload dialog should appear."

3. Steps to reproduce

Example:
1. Go to Documents page
2. Click "Upload Document" button
3. Nothing happens

4. When did this start?

Example: "Started this morning after update"
or "Has been happening for 3 days"

Helpful Details

Browser & Device:

• Browser: Chrome 120.0, Safari 17.2, etc.
• OS: macOS 14.2, Windows 11, iOS 17, etc.
• Device: MacBook Pro, iPhone 15, etc.

Account Info:

• Email: your@email.com
• Workspace: Name or ID
• Plan: Free, Standard, Pro

Frequency:

• Always happens
• Sometimes (50% of the time)
• Rarely (happened once)

Impact:

• Blocking work (high priority)
• Annoying but can work around (medium)
• Minor inconvenience (low)

Bug Report Template

Title: Clear, concise bug description

Description:
[What happened]

Expected Behavior:
[What should happen]

Steps to Reproduce:
1. [First step]
2. [Second step]
3. [Result]

Environment:
- Browser: 
- OS: 
- Device: 
- Account: 

Frequency: [Always/Sometimes/Rarely]
Impact: [High/Medium/Low]

Additional Info:
[Anything else relevant]

Attachments:
- Screenshot: [attached]
- Error message: [pasted below]
- Console logs: [if technical]

Screenshots & Videos

Screenshots are super helpful!

macOS:

• Full screen: Cmd + Shift + 3
• Selection: Cmd + Shift + 4
• Window: Cmd + Shift + 4, then Space

Windows:

• Snipping Tool or Win + Shift + S

Recording Video:

• macOS: Cmd + Shift + 5
• Windows: Win + G (Game Bar)
• Chrome Extension: Loom, Screencastify

What to capture:

• The error message
• The entire screen (context helps)
• Console (F12 → Console tab) if technical

Error Messages

Copy the exact error:

• Right-click error → "Copy"
• Or screenshot it
• Include error code if shown

Console errors (technical bugs):

1. Open browser console (F12)
2. Look for red errors
3. Right-click → "Save as..."
4. Attach to bug report

What NOT to Report

These aren't bugs:

• Feature requests (use feedback instead)
• Questions (use chat support)
• Account/billing (contact support)

Report these separately:

• Security issues: security@solatis.team
• Data privacy: privacy@solatis.team
• Urgent outages: Check status.solatis.com first

After Reporting

What happens next:

1. Acknowledgment (< 1 hour)

   • We'll confirm we received it
   • Ticket number assigned

2. Triage (< 24 hours)

   • We assess severity
   • High priority bugs escalated

3. Investigation

   • Engineering team reviews
   • May ask follow-up questions

4. Fix & Deploy

   • Bug fixed in development
   • Tested thoroughly
   • Deployed to production

5. Notification

   • You'll be notified when fixed
   • Invited to verify

Priority Levels

P0 - Critical (Fix ASAP)

• System down
• Data loss
• Security vulnerability
• Blocking all users

P1 - High (Fix within 24 hours)

• Major feature broken
• Affecting many users
• Significant impact

P2 - Medium (Fix within 1 week)

• Feature partially broken
• Workaround exists
• Affecting some users

P3 - Low (Fix when possible)

• Minor visual issues
• Edge cases
• Nice-to-have fixes

Bug Bounty Program

Found a security vulnerability?

Email: security@solatis.team

Rewards:

• Low severity: $100-500
• Medium: $500-2,000
• High: $2,000-10,000
• Critical: $10,000+

Rules:

• Report privately (don't post publicly)
• Don't access user data
• Don't disrupt service
• Give us time to fix before disclosure

Common Bugs (Already Known)

Check if your bug is already reported:

Known Issues:

• View our status page
• Check recent release notes

Currently Being Fixed:

• None currently

Feature Requests vs Bugs

Bug: Something that should work but doesn't

• ❌ "Upload button doesn't respond"
• ❌ "Search returns no results"

Feature Request: Something that doesn't exist yet

• ✨ "Add export to CSV"
• ✨ "Add dark mode"

For feature requests, use:

• In-app: Click lightbulb icon (💡)
• Email: feedback@solatis.team
• Community: community.solatis.com

Tips for Good Bug Reports

Do:

• ✅ Be specific and detailed
• ✅ Include steps to reproduce
• ✅ Add screenshots/videos
• ✅ Mention your environment
• ✅ Check if already reported

Don't:

• ❌ Say "it doesn't work" (too vague)
• ❌ Skip reproduction steps
• ❌ Report multiple bugs in one ticket
• ❌ Include sensitive data in screenshots
• ❌ Demand immediate fixes

Examples

Good Bug Report ✅

Title: Upload fails for PDF files over 50MB

Description:
When I try to upload a PDF larger than 50MB, the upload 
progress bar reaches 100% but then shows "Upload failed" 
error.

Expected: Large PDFs should upload successfully (plan 
allows up to 150MB).

Steps to Reproduce:
1. Go to Documents
2. Click "Upload"
3. Select PDF file (60MB)
4. Click "Open"
5. Progress bar completes
6. Error message appears: "Upload failed"

Environment:
- Browser: Chrome 120.0.6099.129
- OS: macOS 14.2
- Device: MacBook Pro M2
- Plan: Pro
- File: 60MB PDF

Frequency: Always (tried 5 times)
Impact: High (blocking work)

Screenshot: [attached]

Poor Bug Report ❌

Title: Doesn't work

Description: Upload is broken

Steps: Tried to upload but didn't work

Browser: Chrome

Too vague - missing critical details!

Need Help Writing a Bug Report?

Contact us and we'll help you gather the right information:

• Chat: Click "?" icon
• Email: support@solatis.team

Next Steps

• Common Issues
• Error Messages
• Contact Support

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Thank you for helping make Solatis better! 🙏

Last Updated: October 11, 2025