Support and Feedback
You may need to contact Karelia for support with Sandvox, or to give us some feedback (e.g. to report a bug or request a feature). Our preferred method is to use Sandvox's built-in Feedback Reporter:
- From
- The e-mail address for Karelia to use in any correspondence over the report.
- Classification
- The nature of your feedback. e.g. feature request, crash. If you select "Follow-up Previous Report," please also enter your case number.
- Include filtered console log
- If you are having an issue with Sandvox, including the console log can help us track down the problem.
- Include screenshot
- Includes a screenshot of the frontmost document window and the Inspector with the report. Useful if reporting an issue with something visual.
- Summary
- A quick summary of the report.
- URL
- If reporting an issue with a published site, enter the site's address to help us identify the problem.
- Details
- A detailed description of the bug or feature.
- Send myself a copy
- Also sends a copy of the feedback to your e-mail address given in the "From" field.
To contact Karelia for support or feedback:
- Choose "Send Feedback…" from the Help menu.
- Fill in the fields of the feedback form as described above.
- Click the "Send Feedback" button.
It is also possible to use our contact page.
If you are working without an Internet connection, or if our servers are unreachable to submit your feedback, you will be given the option to save your report (as an RTFD file) and email it to us later.
Alternatively, you can use our online support to contact Karelia.
Case Numbers
When you first submit a feedback report it is assigned a unique case number. This number allows us to better track reports during any correspondence. When following up a bug or a feature request with us, please include the case number.
Once you have sent a report you receive an automatic response e-mail from Karelia confirming receipt of the feedback. Your case number can be found in the message subject.
Attachments
Sometimes as part of your feedback or support request, you may need to send Karelia a Sandvox document file to demonstrate the case.
If the document is 1 MB in size or less:
- Open a support request using the Feedback Reporter as detailed above (you may already have done this). Be sure to include your address in the "From" field.
-
You should have received an e-mail from Karelia in response to your request. This will either be simply acknowledging the request, or from us asking for more information.
The important thing is that this e-mail contains your case number in the message subject. Reply to it.
- As part of your reply, attach the document to the e-mail.
- Send the message.
If the document is larger than 1 MB:
Please use a large file upload service instead, such as:
- http://dropsend.com/
- http://www.yousendit.com/
- http://senduit.com/
- Pando, a free desktop application available here
Send the file to support@karelia.com, and please include your case number in the filename.
Screenshots
We may request that you send us a screenshot to aid in identifying the cause of an issue. For directions on taking a screenshot, please follow the instructions in this Apple support article. Once you have taken the screenshot, attach it to your e-mail as detailed above.
Sandvox Crashes
Sandvox also features a crash reporter which will automatically report any crashes when you next relaunch the application. For more information, please see "What to do if Sandvox crashes."
