Every once in a while, you get asked for updates on your reports: When is the ETA? Have you discovered anything? When will the new version come out? These are fair questions, because the way we handle bugs is not what we normally do. Content shared on social media or blogs. So for some of you, it seems like we never get back to the reported bug after closing the ticket.
To bust this misconception, we share This article describes a typical debugging process within the 4K Download team.
How we understand bugs
Most of the issues we debug are solved by you (and for that, we thank you!), Because it's obvious to us that not all bugs are resolved and not all possible scenarios can be foreseen before the app is released.
You can share issues you encounter or submit bugs on Reddit, or After contacting via our support email [email protected] our user care team will usually ask you to send some additional details such as links, screenshots, your operating system, application version, log files and other content .We do this in order to delve deeper into the problem and provide you with the most actionable solution immediately. For us, every detail is important.
Then we work on it in our team Re-create the problem you describe to see if it still occurs. We recommend following a few steps and if they don't work, we ask for the log files. Sometimes they will make it clear that you can correct the problem yourself without any additional input from us Support or fix (e.g. wrong output folder path).
But there are some cases where it is clearly shown that we encountered an annoying error. In this case, the file is redirected to the developer.
How the developers handle the error
Now comes the stage you can't see. The 4K Download support team creates a ticket for the development team. The developers then start rechecking the issue. While doing this, they check the log files, Find the bug and this is where the magic happens. Sometimes the developers need some additional details so the support team may contact you again to get them.
At this stage it is impossible to predict how long it will last because Sometimes the solution is simple, while some cases require in-depth analysis, testing and even your help. When the developers manage to resolve the bug, they build a new version.
The bug is discovered and handled. This Is that all?
You might think that while the developers work out the issues, the new version is ready to roll out. Not quite. This is where the QA team steps in, testing whether the bug has actually been fixed and won't bug you again Annoyance. Quality assurance steps are crucial, as our QA engineers test not only whether this particular bug no longer occurs, but also whether the new version does not impact features that were released in the previous version.
Sometimes, We'll even send you builds so you can reproduce other scenarios. When you give us important feedback, we'll forward it to QA engineers or developers. This phase may also take time, as there may be New Issues. We will release only after a version has been thoroughly tested and no critical bugs have been detected
There are also cases where we have to postpone fixing a specific bug and release a new version containing other changes. This is usually done due to our current priorities. Do we need to do this first to improve download speeds or to support new sites? Which is better - fixing crashes or changing the design of buttons?
Some improvements need to be made more It takes a long time to achieve. This is why there may be several updates before a specific feature or bug fix finally comes out. After analyzing the situation, user feedback and technical constraints, the team decides on the implementation and release order of the fixes.
After launch, the first few days are also critical as the support team collects your feedback: Is everything working fine in UI and UX? Does the app work properly? Are there any other bugs that we didn't notice before? Any suggestions? ?
Only after that can we breathe a sigh of relief: the new version works and the bug is fixed :)
As you can see, the process is not always easy, fast and Obviously. However, we assure you that we always try our best to respond quickly and solve the problem as soon as possible! And we can't do it without your help.