How to deal with program problems or errors
Users can follow these steps if they experience problems or errors in CYPE software:
Investigation of the problem or error
The first thing a user can do when faced with a problem or error in the program is to investigate it. To help with this, they can:
- Use CYPE Mentor, our built-in AI assistant that is available at all times, to ask your questions and get guidance.
- Please refer to the available documents and resources, including general recommendations for identifying and/or avoiding errors, as well as the list of issues in CYPE software.
- Access the software's user communities.
Furthermore, if possible, we recommend updating to the latest version of the program, as it will include most of the fixes for known issues.
Security validation errors
If the problem encountered is a security check error, it will be displayed on screen in a specific format, indicating the line of code where the problem lies.
In these cases, the CYPE Crash Reporter tool will open automatically, allowing you to create and send an error report to the CYPE team.
The aim of this report is not to resolve the problem at this stage, but to highlight its existence under specific conditions so that it can be investigated and/or rectified in future versions of the program.
Contact technical support
If needed, and provided that you have access to the technical support service, you can contact the CYPE team via the various channels available to submit your enquiry, problem or error directly and try to resolve the issue.
To streamline communication and the enquiry process, we recommend that you:
- Check and provide the licence number and program version you are using.
- Document the error correctly:
- Use clear, descriptive language, stating the program being used and the steps taken up to the point where the problem was encountered;
- Provide the relevant code or the full text of the error message, or illustrative images of the problem (including the option to take and share screenshots for publication on web platforms);
- Where appropriate, submit the project file containing the error or query, for which you may compress and share the project in .CYP format files.
The scope of this service can be viewed here.
