CNR

In the software business, that acronym often stands for the phrase "Can Not Reproduce". When it is used in response to a reported problem, it often results in frustration... not only for the person who reported the issue, but also for the person who investigated it. In most instances where situations like this occur, one or more vital details are eventually provided that help change "CNR" to "Ah ha! Now I see!" It has been my observation over time that the person reporting the problem sometimes thinks that all the details relating to the situation they are encountering are known by the person who is looking into the problem. In reality, that only works in some situations. In situations where it does not, incorrect assumptions are often made, which leads directly down the CNR path. Those assumptions can be minimized by providing relevant details when the issue is reported. This information can include:

  • The 8-digit version(s) of the Bentley product(s) you are using (i.e. v##.##.##.##)
  • The operating system (including service packs) that you are using on your workstation
  • The basic hardware configuration for the workstation you are using (e.g. CPU, RAM, graphics card, etc.)
  • The specific steps being used that lead up to the issue

If applicable, also identify:

  • Whether you are running the product(s) and/or accessing data over a network and, if so, the network operating system involved (including service packs)
  • Any first- or third-party product(s) or custom applications or macros you are running
  • Whether the situation you are experiencing happens on one file, more than one file, every file
  • Whether the situation you are experiencing happens regardless of the workspace you are using
  • What you are ultimately trying to achieve
  • What you are expecting and not experiencing
  • What you are experiencing and not expecting
  • a non-BMP image or -- better yet -- a small sample test case that demonstrates your issue (i.e. DGN file, resource file, low resolution screen shot, msdebug.txt, etc.)

It might be difficult to remember to include that sort of information in every situation, but it is certainly a good habit to get into.

Anonymous