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Originally Posted by ottdmk
I've done work in troubleshooting for over a decade. Your comment "any dodgy/corrupt file will do" would drive me insane. You need concrete examples to troubleshoot software. Without it, you can't be sure if you're solving the actual issue or a new issue. Look at it this way: your problem is that the reader will hang if reading a corrupt file. Without concrete examples, it becomes more of a general problem then a specific one. And in my experience specific problems will always get more attention then general.
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That's a fair point, and I hadn't thought about it that way. I too have been on the support end of a software house for many years, and in that kind of a support role, I personally, am looking to reproduce the problem. If it's as easy as "any old file" to do so, then that makes the problem widerspread, probably, rather than, "this one guy has this one file that causes a problem", so I would expect it to be taken more seriously, because it seems to be a general problem. Of course, I'm coming at this from a POV where I would accept the problem, then try to reproduce it myself before passing it on to Dev, and perhaps that is an unreasonable expectation of Kobo support, and they want something they can pass on, without having to do any investigation work?
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What you've described sounds like an honest attempt to determine what the problem actually is.
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I respectfully disagree
I thought it reeked of "send us all your log files (and lots of other irrelevant data that will take you a long time to collect)", a common support technique designed to either make the customer go away for a good while, or to make them give up. I might even be guilty of that practise myself, I hope not, but I might be!
(and if so, shame on me!
)
I should of course, answer their question, and see what happens, rather than be the cynic that I am, and give up in the expection that am on a hiding to nothing!
I would have a bash at providing an example "any old file", to prove it's a problem that could affect any dodgy file put on the device (which to my mind makes it a more important bug, not a less important one). However, I don't want to sacrifice my Kobo to do so (I am using it way too much to want to have to restore everything, that would get in the way of using it
).
Matt
