Regis Support

Crash Report

If the application crashes (exits abruptly), you should see a message asking if you want to report the crash to Apple. In order to help us debug and fix the issue, please do send the crash report, as this gives us good information about what happened.

If you saw that message but already dismissed it, or if you didn’t see this message, please follow the steps below to report an issue.

Report an Issue

Please read the following carefully before reporting an issue. If you just want to ask a question about a feature or the behaviour of the app, or suggest a missing feature, head over to the contact support section.

  1. Read the section of the documentation that explains the feature with the issue, to make sure it is not behaving as designed. If it turns out the issue is behaving as documented, but this surprises you, follow the steps in contact support below to let us know why the behaviour is unexpected to you.

  2. If the feature is not behaving as documented, try to identify the minimal set of steps required to reproduce it. Be specific, too much details is better than not enough. List all the commands executed, menu items selected, and/or shortcut keys used from a fresh session to get the the bug.

  3. Note the version of macOS that you are using, along with the type of device. You can find this information in the “Apple” menu in the top-left, in “About This Mac”:

    The "About This Mac" window.
    The "About This Mac" window.
  4. Note the language used by your Mac. This can prove helpful for some categories of bugs. You find this information in the “System Preferences” app, in the “Language & Region” section:

    The Language & Region system preferences.
    The Language & Region system preferences.
  5. If the result of the bug is that the application crashed or an unexpected error was displayed, it should have helpful information in the system logs. How to export the Regis logs vary depending on the macOS version:

    • On macOS Sierra 10.12 and later :

      • Open the “Console” app (by default, located in the “Utilities” subfolder of the “Applications” folder).
      • Select “All Messages” in the toolbar.
      • If the “Activities” button is active (blue), click on it to hide the activities view.
      • In the Search box, type “Regis” and press enter. There will be a button with a drop-down menu on the left of the text in the Search box, click on it and select “Process” instead of “Any”.
      • Select Edit→Select All to select all messages.
      • Select Edit→Copy or ⌘C to copy the messages to the clipboard.
      • Paste the messages in the email, or paste the messages in a text file and attach it to the email.
    • On macOS El Capitan 10.11 :

      • Open the “Console” app (by default, located in the “Utilities” subfolder of the “Applications” folder).
      • Select “All Messages” in the sidebar (click on “Show Log List” if it isn’t visible).
      • Search for “Regis” in the Search box.
      • Select File→Save a Copy As... and save the messages in a text file.
      • Attach the file to the email.

    In addition to the Regis logs, please check the ~/Library/Logs/DiagnosticReports directory for a file named Regis_*.crash. If you find any, please attach it to the email.

  6. Finally, send the email to our support team. Remember to:

    • Read the docs to understand the expected behaviour.
    • Clearly identify the minimal set of steps required to reproduce.
    • Mention the version of macOS and the type of computer.
    • Mention the language used on your computer.
    • Attach or paste the messages from the Console.
    • Attach the related crash report file, if any.

Contact Support

Please read the following carefully before contacting support. If you want to signal an issue (a bug) in the app, head over to the report an issue section.

  1. Read the documentation and quick start guide to make sure your question isn’t already answered on the website.

  2. Take a look at our upcoming releases section to see if your favorite feature isn’t already in the works.

  3. Feel free to let us know if everything works perfectly too! We’re always happy to hear from satisfied customers!

  4. But if this isn’t the case, please try to be specific in your remarks and try to make constructive criticism! We’re always trying to make Regis better!

Contact our support team.