How do I send my library to support to help diagnose an issue?

How do I send my library to support to help diagnose an issue?

The best way for OnSong support staff to help is to diagnose the issue by looking at your library. This helps us see what you see and take a look at the settings or song formatting that is causing the problem.

To send your library for diagnostic review, please tap on the gear icon in the Menubar to open the Utilities Menu.  Then tap on Communicate > Get Support. This opens the Get Support Screen.  Please provide information like your name and email address as well as summary of the issue you are having.  If you've recently submitted a Helpdesk case, type the ticket number in the summary field.

We will also need exact steps to replicate the issue.  Start by letting us know the set, book, and song that exhibits the issue and any steps you take to witness the problem. Let us know what you expect to see versus what you are seeing.  Lastly, tap on the Send button in the upper right corner.  If the submit button is not enabled, it is because you have not completed the fields, or because you have types an onsongapp.com email address in the email field.

Be sure to provide as much information as possible that will help us replicate the issue such as the song you are viewing, the set and any specific steps you are taking that causes the issue you are having. The more details we have, the faster we will be able to get an answer and solution to you.

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