MerceqGuideJoin the alpha

15 · Troubleshooting

Prepare information for support

If the problem continues, sharing these details together makes it easier to explain what happened:

  • Merceq version and macOS version.
  • Which screen you were on and what task was running.
  • The full text of the error message on screen.
  • The type of source and destination, such as phone, card, or SSD.
  • The result you expected and what actually happened.
  • The failed row in the transfer report, if there is one.

Before sharing a screenshot or report, check file paths, folder names, personal notes, and license information. You don’t need to send your video archive. Adding logs is optional; if you add them, visible filenames and folder names may appear in the report.

Send feedback from the app (Alpha and Contributor only):

  1. Press the Feedback button in the top bar.
  2. Describe what happened in the Send Feedback window.
  3. If you want, select the Attach recent logs box. You’ll see exactly what will be sent below it; folder and filenames may be included, but not video content.
  4. Press the Send button. You’ll see “Your feedback was sent. Thanks.”

This button isn’t available with other licenses. You can write about your issue to [email protected].