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A gripe about support and sample projects

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:

  1. Either upgrade to newer version of NetAdvantage or upgrade some other component (IE8 in this case)
  2. Something that's worked perfectly for years breaks in a non-trivial part of the application
  3. Raise support call and describe fault
  4. Support says "I've tried it and it works" - not surprising as often the fault is not trivial and occurs deep within the application


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 :-)

Cheers, Rob,

PS. The DELETE key doesn't work in this editor. Backspace is fine.

  • 2420

    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.

    Sorry it's a bit hard but actually, as long as you can get the application running (completely standalone), it doesn't matter how the HTML/JavaScript is generated as the slowdown in this case occurs within the webtab igwebtab_events routine - it's Infragistics OWN code.

    >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.

    Cheers, Rob.

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