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How to Submit a Bug Report

Guidelines for providing the information needed to resolve technical issues quickly.

To help our development team resolve your issue as quickly as possible, please follow the guidelines below when submitting a report. A high-quality report allows us to reproduce the issue and identify a fix faster.

1. Recommended Submission Method

While we accept reports via various channels, the method of submission impacts response times:

  • Licensed Users (Active Support): Please log in to the CV Members Portal. This is the recommended method as it allows you to directly upload log files and project files, and ensures a priority response.

  • Trial or Academic Users: Please use our Contact Form.

    Important: The Contact Us form does not support file uploads. Please submit your text description first; once our support team responds to your inquiry via email, you can then attach your log files and screenshots to your reply.

2. Essential Information

When reporting a bug, please include the following details:

  • Astah Edition & Version: (e.g., Astah Professional v11.0.0)

  • Operating System: (e.g., Windows 11)

  • Summary: A brief, descriptive title of the problem.

  • Steps to Reproduce: A numbered list of exactly what you did before the error occurred.

  • Expected Result: What should have happened.

  • Actual Result: What actually happened (include specific error codes if visible).

3. Required Attachments

When you are able to send attachments (either via the Portal or email reply), please include:

  • Log Files: Please include logs. See our guide on How to Locate Astah Log Files.

  • Visuals: Screenshots or a short screen recording of the behavior.

  • Project File (.asta): If the bug is specific to a certain diagram, please provide your project file.

Confidentiality Note: If your project file contains sensitive or proprietary information, use our obfuscation tool to remove sensitive names and data while preserving the structure needed for debugging.
- How to Send Confidential Project Files (Obfuscation)

4. Bug Report Template

You can copy and paste the following template into your portal submission or email:

[Environment]
- Astah Edition/Version: 
- OS Version: 

[Description]
Provide a detailed description of the issue.

[Steps to Reproduce]
1. Open Astah...
2. Click on...
3. Select...
4. Error occurs.