Now, working in both a development and support function, I can appreciate that everyone is busy and that trying to debug faults in my application isn't the job of support. However, I do get a little tired of the support process going like this:
But it's the next request that often follows - "Please supply example project" that is sometimes irksome. It's going to take me several hours to try and and build a sample standalone project and at the end of that, it's not guaranteed I'll be able to reproduce the fault. It could be that it only happens in a very specific situation that a sample project can never reproduce. I once had to resort to sending you a complete VM so you could see the fault as when stripped down to basics, it didn't happen. It turned out in that case to be a localisation bug.
In situations like this, it would be preferable to discuss the problem conceptually with the developer. Wearing my development hat, the support people here often go "Can you think of any reason why XYZ should happen?". As I know the code and they don't, it's often very easy for me to glance down the code and go "Ahh, yes - that could happen if XYZ".
So the plea is to not always bounce the support call straight back at me. I'm not in the habit of making up issues just for the hell of it :-)
PS. The DELETE key doesn't work in this editor. Backspace is fine.
Hello Rob,Thank you for sharing your thoughts. In situations where it is not feasible to create a sample that replicates the issue you are experiencing, and Developer Support has exhausted their means of diagnosing the problem, you can download our source code (specific to the build you are using) and link those projects to the solution of your application. When the error(s) occur, you will then be able to break into our source to determine if the bug is occurring due to something within your application or within the Infragistics code. If, after going through this, the issue seems to be from the Infragistics code, please include a stack trace (including the code of any of your methods called in the stack trace) and send that onto Developer Support. While we hope that a customer will not have to venture down this path, determining the cause of issues that we cannot accurately reproduce on our end sometimes dictates more involved measures.Please note that you can always contact the manager of Developer Support with any questions, or comments through this email address: DSManager@infragistics.comPlease let me know if you have any questions. P.S. I have also opened an internal case to have our Web Team check out the editing issues you are having with using the delete function.Thank you, Stephani
I've just spend three hours taking a very large application and reducing it down to a standalone project which I'll upload later to demonstrate this problem.
I also suspect that it would be possible to re-create this as a very simple example but I had to go through the motions of removing as much of my code as possible, in case it's my code. It's not as far as I can tell as one has very little control of the client.
As if just to rub salt into the wound, I've just had this exact same response back AGAIN from support:
>Thank you for getting back to me with updates and providing the sample application. The attached application is too complex to debug at my end and find the root cause of the issue.
>Further, I tried to create a sample application using the same scenario as you have used in your sample application. However, I am not able to reproduce the issue in my sample application.
As mentioned before, this is as useful as a chocolate fire guard. I don't care two hoots that one can write a sample applicaiton that doesn't exhibit the same fault. Just how does that help anyone?
>I would appreciate if you can modify the attached sample application so that I can debug the application at my end and assist you further in a better manner.
I would appreciate Infragistics simply putting a debugger statement in their own code and debugging it themselves...
I'll stick the application on my web server and see if anyone else has the same problem with IE8.
Would you send your case number to DSManager@infragistics.com so that I can take a look at it? This would be most helpful.
Case number has been sent.