Bug Report: 9/11/02 

Dear HealthKeeper Technical support user, 

With the HealthKeeper e-mail technical support via this bug report you save time waiting on the phone and long distance charges. If you were e-mailing us between the hours of 9 a.m. - 5 p.m., Monday through Friday, Mountain Standard Time, unless your request or question is complex or unfamiliar and will take us some time to find the right answers; you will also find that most technical problems are resolved in 24-72 hours or less. If it's outside of our normal hours of operation, a weekend or there is a particularly large number of assistance requests, we'll have to get back to you in the next business day or two, but most technical support request are handled within 24 hours. 

This form is confidential and is never disclosed outside the company. If you fill-in ALL the essential requested information, we can respond and solve most problems within 72 hours or less (except for weekends and holidays). This is the basic information needed for ALL technical support requests. Answer only the applicable questions. 

The reason we need the following detailed information is to understand your bug or question and your unique computer configuration. With this information we can duplicate the problem or question here on our test machines and get back to you with a cause and solution.  

The following are some quick notes on the most common and most avoidable bugs that could save you having to send us this report:  

a. Failure to reboot after installation causing error 380. Re-boot and then use the Install Shield repair function found by going to the Windows Add and Remove programs function in the Windows Control panel. Select Remove then select HealthKeeper. The Install Shield will offer you a Repair option. Select it and reboot when done. 

b. Incomplete or aborted downloads are a major source of program bugs because the whole file never made it to your machine. De-install then re-install after Re-download a new non corrupt or interrupted download. 

c. Trying to reload the free trials after they have expired. 

d. Installing newer HealthKeeper versions 3.0.3 and above over older HealthKeeper and Health-RunR versions below 3.0.3 without having completely de-installed the older HealthKeeper or Health-RunR versions first. Their databases are different and are non-transferable. This requires a complete deinstall of both programs and reinstall of the newest HealthKeeper Performance Diet Pro version. 

e. Installing the program or trying to run it over a network will definitely bug out the program! It is stated in all our downloading areas (under hardware requirements link) that the HealthKeeper is NOT network compatible. 

f. The current HealthKeeper version is the Performance Diet version 4.0.3 Available FREE upgrades often fix problems found in an earlier version. Many users have experienced problems or  bugs simply because they are using older versions that they have downloaded from shareware sites that have not stayed up with our newer versions or, they have not taken advantage of our FREE upgrades. Most of our upgrades (except the major upgrade) are absolutely FREE to all registered users. If you are not using our most current version of the Performance Diet PRO version 4.0.3 as of 9/11/02, send us an email at support@healthkeeper.com and tell us what version you are using and that you need to upgrade. We will tell you where to get any free upgrades available or where to get the most current upgrade. 

g. Also another thing that can save you time before you send off your bug report is to be sure to have first checked our 24 X 7 constantly updated, well organized and well linked support FAQ (Frequently Asked Questions) at http://www.health-runr.com/support/support.htm This FAQ has solutions to almost every error message, bug  or user problem of any kind that we have encountered over the last 5 years. It is much faster than waiting for tech support to reply for almost all problems and questions and it is always available 365 days a year 24 hours a day. Again , if you don’t find the answer there do send off this report. 

h. A realistic perspective on bugs ...  Currently 2,000-3,000 people a month download and use our programs and we get very, few bug complaints. In the few cases we do get a "bug" report, often the bug is actually a problem on the user's computer such as: 

1.      they have pre-existing bugs in their Microsoft operating system (that usually show up as error messages that you can click through when the Microsoft operating system boots up),

2.      they have not stayed up with the current usually free Microsoft operating system upgrades,

3.      they have not done any normal computer housekeeping and maintenance for months (such as using Disk Scan and Disk Optimization) causing their hard drive to be a mess and/or our program files to be corrupted,

4.      they are running very old programs (usually over 4 years old) on their computer system that sometimes rewrite the versions of Microsoft operating system ocx and dll files to older ocx and dll versions so our program can't find the correct ocx and dll file versions to run properly on the newer Microsoft operating systems (98, ME, NT, XP, 2000 etc.,)

5.      they have overstuffed various Windows sub directories with way beyond the recommended number of files that should be in any one sub directory, (we had one user who had over 1200 font files in their font directory and this denied our program fonts being registered in their Microsoft operating system,) or

6.      they are not using the “bugged” function according to the Help file instructions in a way that was never anticipated by the designers of the program ect. 

Most users simply do not realize that almost ALL programs will still have some remaining bugs as human programmer’s still do occasionally make mistakes. Even the biggest names in the software industry with huge beta testing programs still have to put out free upgrades and multiple patches on a regularly basis to fix previously undiscovered bugs even in programs that have been being out and being upgraded for over 10 years. 

What is important to keep in perspective is that if there is a real bug, we will get it fixed quickly. We ask for you understanding and patience and to give us a chance to find the actual cause(s) of the problem. If we discover a user computer caused reason(s) for the program not running properly, the users are usually quite grateful as it often helps clear up other annoying problems they have been having with their computer or other programs as well. If in fact the user has discovered a real bug in the program, we usually provide the user with some extras to compensate them for their trouble.

Sincerely, 

The HealthKeeper technical support team 

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The Bug Report Part 1: 

Name ______________________________________ 

Phone __________________ 

E-mail address _______________________________ 

Fax _____________________ 

Today's Date ________________ 

a. I am a free trial user ____

b. I am a registered user ____

c. I am a beta tester ____ 

If a registered user, on approximately what date did you purchase your HealthKeeper _______________. 

If a registered user, you need to enter your identifying software registration or unlock code number here. ________________________. (This code number allows us to verify you are the registered owner of the software and qualified for priority technical support.) 

Mother's maiden name _____________________________________ 

c. Be sure you are using the most current release that is the Performance Diet version 4.0.3 as of 9/11/02. (Go to the registered user section of our website to get the most current and upgraded version. Minor upgrades version or patches are free. Available new upgrades provide new features and do fix minor bugs found in previous versions.) 

My HealthKeeper version number is _____________(This version number is found in the "About” section of the program's Help pull down menu.) 

e. What is the exact size and date of the HealthKeeper download file found in the directory into which you downloaded the HealthKeeper ________________________. 

If you downloaded the program, did you notice any problems getting the file? Yes ___ No ___ (This is important because incomplete or problem [corrupted] download s are a major source of program errors that are easily corrected by re-downloading.) 

What drive (letter or number) _______________ and sub-directory ____________________ did you install the program. 

f. For people who installed the product from our CD: I installed the program from a CD on ______ (Date). 

g. Special operating system upgrade note: If you have not been regularly upgrading your operating system version of Microsoft with their patches, it can also be the cause of problems that can occur in our program. This is particularly true of the new Windows ME and the first versions of 98, NT and Windows XP and 2000. Getting these free upgrade patches is fast and easy. Go to Microsoft.com and download the latest upgrade patch for your operating system. If you have not done this for a while or ever, you may solve a lot more problems and potential problems than just a problem in our program. If the bug still shows up after you have done the operating system upgrade, you definitely need to fill out the rest of this bug report. My operating System is: Windows 95 _______ Windows 98 ______  _______ Windows NT version # ____ (with what service pack upgrades _________) Windows XP ______ Windows 2000 _______ Windows ME __________. Have you installed the latest Microsoft upgrade patches for what ever operating system you are using Yes___ No___. If yes, what was the last Microsoft upgrade patch for the operating system that you are currently using that you downloaded ___________. 

h. Operating System Version # _____________ 

i. I am a beginning ____ intermediate ______ advanced ______ or power ________ computer user. (Power indicates professional programmers, developers etc.) 

j. If the problem in any way involved your screen display, be sure to include your screen resolution setting _________ and color settings _____________. 

k. Have you EVER installed an earlier version of the free trial of our software on this computer and then installed another free trial after that one ran out?  _____ (Installing or Installing and de-installing any new "time or use limited" free trial after an earlier one has run out can cause the new free trial not to work and to "error message out".) 

kk. Have you EVER installed an earlier version of this software on this computer and then installed another later version copy of it over it without first completely de-installing any earlier

version? Versions 4.0.X and above cannot be installed over versions below 3.0.3 without first de-installing the pre version 3.0.3! ________ If so, what was the version number of the earlier version? _____ 

Kkk. Have you EVER installed an earlier version of our software on this computer and then installed a copy of the later HealthKeeper line of software over it without first completely de-installing any earlier version?  _______ 

kkkk. Have you ever installed any of the HealthKeeper or Health-RunR free upgrade patches on your copy of the software? ____ If so, which versions ______________________________________. Also if so, what version were you using before you installed the new free upgrade. ________________________ Have you copied personal data files from earlier versions of the software into later version of the software. Yes___ No ____ If so please let us know what versions you were transferring to and from. _______________________________________________________________________________

Kkkkk. Are you using a ____large font setting ___ small font setting or ____custom font setting. If custom what size_____. These settings are found in the Control Panel, Display option under settings and Advanced. (Custom font sizes have been making the program appear incorrectly and causing error messages.)

Kkkkkk. Did you create your Personal profile _____completely from scratch or did you use one of our ____Starter Sample profiles. (This helps us with possible data base issues.) 

l. For non U.S. users only: In the Windows Control panel under Settings, are you using the US ____, British _____ or some other countries date format settings? If so, what settings ________. 

m. If you are upgrading your HealthKeeper version from an earlier HealthKeeper version,

what was the version number of_______ your old version. Did you completely de-install the earlier version following our de-install instructions in the program's help section BEFORE installing the new HealthKeeper upgrade? (Version 4.0.X can be installed over versions 3.0.3 and above and installed over themselves without de-installing.) Yes ____ No ____ 

n.       Are you either installing this on a network or occasionally connecting this computer to a network? Our Software is not network software! ______ If you are occasionally connecting this computer to a network, the network may be automatically resetting your computer clock to match the clock of the network. On a few computers this free trial timing lockout malfunction interprets the clock change as a way to by-pass the free trial time limits.) 

Bug Report Part 2: ==================================

Describe exactly where you were in the program when the bug or problem occurred. If applicable, describe the sub-section of the mode and/or what type of mouse click you were using. 

1. Downloading the program ____ 

2. Installing the program from the download file ____ or installing the program from the CD ____. 

3. In the New Profile Mode _______ or the Edit Profile Mode ____ If the problem is in the Edit profile mode, did you create your personal profile from scratch or use one of our sample starter profiles? Yes__ No ____.  

4. In the Intake Tracker Mode___ 

4a. In which Intake Tracker sub-mode: 

Health Register ___ Health Recorder ___ 4 Bar Mode___ 19 Bar Mode___ Add Foods by Code number ___ Add New Food Wizard ___ 

5. In the Recipe Recorder Mode___ Nutrition Facts Label ___ 

6. In the Exercise Tracker Mode___ 

7. In the Meal Planner Mode___ 

8. In the Fair Compare Mode___ 

9. In the Graphing Mode___ 

10. In the Medical Tracker mode _____ 

11. In the Shopping list mode. _____ 

12. In the Pantry Mode _____ 

13. In the Journal mode _____ 

14. In the Help sections___ 

15. In the Printing features ___ If the problem was in accuracy of the print report features, were there any new foods that you added to the master food list (data base) in this report. Yes_____ No. _____ 

16. Other ____ 

17. ______The HealthKeeper Anywhere Internet feature. (If you check this item, you need to tell us what Internet browser you are using and what version here ___________________________________________ version _______________.) 

18. Where applicable, name the sub function you were using with in one of the above modes when the problem occurred. If we don't know exactly where you where within the mode, we will not be able to duplicate the situation on our test computers here to advise you.  

Bug Report Part 3: =========================================== 

Describe in Detail the Bug or Problem. 

1. What were you doing just before the bug appeared? (Be sure to describe the EXACT 1,2 3 prior sequence of steps you took up to the problem or bug occurring. This way we can quickly duplicate the problem here and tell you exactly what to do to remedy the situation.) Be sure to let us know if at the time of the problem, you were using a Personal Profile you created from ___scratch or one you created using our  ____Starter Sample profiles. 

Please note: If the problem occurred after you had entered specific information into a fill-in box or other program fill-in field, please let us know exactly what you entered in the box or field so we can do everything you did to reproduce the problem. (If you can send us a screen capture of the screen and what you entered that will work too.)

2. What happened after the problem occurred?  

3. Note completely any and all Error Messages that may have appeared after this problem showed up below.  

4. If you change modes and then go back to the mode in which the bug/problem occurred, does the bug go away? ___ If you open and close the program, does the bug go away? ____ If you reboot your computer, does the bug go away? ____ 

5. Can you reproduce the bug? Yes, always ____ sometimes _____happened a few times _____ happened once _____ don't know _____ 

6. How would you rate this bug? 

Cosmetic ____ Something didn't work properly, but could continue_____ Something didn't work properly, but could NOT continue ____ Crashed the HealthKeeper program  _____ Crashed your computer _____ 

7. Can you send us a screen capture of the screen where the bug occurs? Yes ___ No ____ (To make a screen capture press the Print Screen button on your keyboard then open up the Microsoft Paint program in the Accessories option. Next, paste the image now on your clipboard into the Paint program. Save the file then always Zip it then e-mail it to us as an attachment.) 

8. If this is a data base type bug can you send us your ".mdb" files so we can use your exact information to try and re-create the bug? Yes ___ No ___ (To do this go to your HealthKeeper directory and search for *.mdb files. Always Zip these files first then e-mail them to us as an attachment. For recipe problems send the recipes.mdb and profiles.mdb. For profile or favorite or new foods problems send profiles.mdb. For medical checker problems send medical.mdb.) 

E-mail this bug report to <support@healthKeeper.com>. Our tech support or programmers may at their discretion, e-mail or fax you for further questions regarding the bug or problem you reported. Your e-mailing us gives us permission to e-mail you.

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