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Drawboard PDF: Reporting an issue to the support team

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The fastest way to send in bug reports would be to use the in-app function, where we obtain more information to diagnose where the source of an issue is coming from.

You can do so by following the steps below:

  1. Navigate to the 'More' tab
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  2. Find the "Report an issue" button
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  3. Fill up the details to the best of your ability and we'll get back to you via email
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Note: This feature is only available from version 5.39.0, be doubly sure your email is correct as our reply might not reach you otherwise.

These screenshot shortcuts might help you with your submission:

  • Windows Key + Shift + S (takes a screenshot)
  • Print Screen Key (takes a screenshot)
  • Windows Key + Alt + G (takes a video recording)

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If you have not obtained the 5.39.0 update yet, follow the steps below:

Obtain a screenshot from the System Information page

  1. Navigate to System Information
    • Press your Windows key
    • Type "info"
    • Press your Enter key (or click the option "System Information")
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  2. Screenshot the details as such:
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    • Windows Key + Shift + S is the shortcut for screenshots
    • Feel free to blank out the same details for your privacy.

 

Get the App file folder

  1. Enable file logging
    • 1a. If you can open the app, you can turn file logging on in the settings

      Settings > More > check the "Log events to a file" checkboxInkedmceclip0_LI.jpg

    • 1b. If you cannot open the app, you can do it via Run
      1. Make sure Drawboard is closed
      2. Open Run (Press Win Key + R)
      3. Copy and paste the following without quotes "DrawboardPDF:EnableFileLogging=True" + Press Enter
      4. Drawboard PDF should open up and continue being stuck, this is correct and expected, the setting would have turned on either way.
      5. Close Drawboard PDF
  2. Replicate the error again with file logging enabled
    • Replicate the bug/error you are experiencing and close Drawboard PDF.
    • This ensures that the file logging would capture the issue.

  3. Obtain the app file folder
    • Navigate to the app file folder by:
      • Opening File Explorer and navigate to the following file explorer address:

        C:\Users\UserName\AppData\Local\Packages\Drawboard.DrawboardPDF_gqbn7fs4pywxm

        Note: Replace UserName with the name found by clicking the file explorer's address bar.

  4. Ensure the log files are present
        • Within the same folder, navigate to: C:\Users\UserName\AppData\Local\Packages\Drawboard.DrawboardPDF_gqbn7fs4pywxm\LocalState\v2

          Note: Replace UserName with the name found by clicking the file explorer's address bar.

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          If you see the Log.dat file present, it was successful.

        • If the log.dat file is not present despite following initial steps, do the following
          1. Ensure the Drawboard PDF app is closed
          2. Run Powershell as an Administrator:
            • Open Start (Win Key)
            • Type "Powershell"
            • Select "Run as Administrator"
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          3. Paste the following into Powershell and press enter after pasting:
            • start drawboardpdf:EnableFileLogging=True
          4. Similar to 1b. , the app should open and stay stuck if your app couldn't open. This is still correct and expected.
          5. Close the app.
  5. Zip the whole folder "Drawboard.DrawboardPDF_gqbn7fs4pywxm" and send it to us in your next support ticket.

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    Do not worry if you receive this message as the files we are looking for will be added regardless.
 

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