How to handle invalid errors

Question

Have you ever been in this position - the error is reported by the client, but you cannot reproduce the error. Even the QA command cannot reproduce the error. We are faced with this situation with our desktop application (C #, window forms). What do you suggest that we do to reproduce the error or to track the script that generates the error.

Answer 1

Yes, this is a common situation.

I find that the best way to deal with this situation is to register as much as possible in the log files and receive clicks from the client to analyze the log files, as well as a description of what they did when the problem happened. The customer description is often very incomplete and does not take into account the important details of what they did when the error occurred. A detailed journal can help fill holes in the story.

If you are lucky that the log file contains a stack trace, you can often talk about the possible causes of the error, even if it is a rare error that you could not reproduce yourself. In this situation, analyzing the code of the affected code may reveal deficiencies in code development and suggest an alternative approach that is less likely to fail.

Answer 2

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