Report a problem
Send support a redacted report of what went wrong, after checking exactly what it holds, so a fix doesn't start with guesswork.
An email to support with a report file attached that holds counts and versions, never your household's content.
- An owner account in Denframe, and an email account to send from.
Follow these steps in your own Denframe. This website never connects to your household, your accounts or your devices, and never asks for your credentials.
Open Report a problem
In Studio, open Screens & rotation, then Review before you export, and choose Report a problem. When a Studio page fails with an error, the same button is on that page too.
Read what the file holds
The sheet lists what the file holds and what it never does. It has counts of launches, recoveries and failures from the last 90 days, the Denframe version and how it is installed, and where each logged problem happened, never its message.
It always leaves out passwords, keys and tokens, the names of devices, people and dashboards, network addresses, and calendar, task and media content. For the full list, see Diagnostics.
To see every byte first, open Review before you export, choose Preview export, then Preview JSON.
Save it and email support
Choose Save file: the report is saved in this browser's downloads, named with your version and the date. Then choose Email support: an email opens with your version in its subject. Attach the file, say what you were doing and what happened, and send it.
Never add passwords, pairing codes, PINs or keys to a support message. Denframe never asks for them.
Check it worked
The email in your sent folder has the report attached. Nothing else left Denframe: there is no send button, and the report goes only to the browser that asked for it.
If it doesn’t work
Email support opens nothing
This browser has no email app set up. Write to support@nannertech.com from any email account and attach the saved file.
The report can't be made
Copy the message Denframe shows and email it to support with your Denframe version; see Support.