Report a Bug
Thanks for helping make Encodia better.
Every report is read, and a good one usually gets fixed in the next update. A few details make all the difference.
The button opens a pre-filled email to [email protected]. If it doesn't open your mail app, copy the template below into any email.
Before you report
- Update Encodia. Check the App Store's Updates; the bug may already be fixed.
- Read the card. When a video can't be converted, its card says why. Upload problems show on the card too, and Test Connection in Destinations checks a server.
- Check Support. Troubleshooting covers the most common problems.
- Try once more. Quit and reopen Encodia, then try again. Whether it happens again is useful to know either way.
What to send
| Detail | Why it helps |
|---|---|
| What happened, and what you expected | Tells us what's wrong, in your words |
| Steps to make it happen | If we can repeat it, we can fix it |
| How often: every time, sometimes, once | Points to the kind of cause |
| The conversion's log | The single most useful thing: it shows exactly what Encodia and FFmpeg did |
| Encodia, macOS and Mac model | Some problems only happen on certain versions or chips |
| Your settings: format, size, preset, and whether a watermark, intro or upload was on | So we convert the same way you did |
| About the video: container, codec, resolution, length | Video files vary a lot; Finder's Get Info (⌘I) shows most of this |
| A screenshot or screen recording, if it shows the problem | For anything visual. Press ⇧⌘5 to capture. |
Getting the log
Encodia keeps a full log of every conversion.
- Open Queue in the sidebar.
- Select the conversion that went wrong.
- Click in its log, press ⌘A to select it all and ⌘C to copy, then paste it into your email.
While a batch is still on screen, you can also open Log under the videos in Convert; with several videos, choose whose log it shows.
Finding your versions
- Encodia version: Encodia → Preferences → About.
- macOS version and Mac model: Apple menu → About This Mac.
If Encodia crashed
When Encodia quits unexpectedly, macOS shows a report. Click Report…, then copy the text from the window and attach it to your email, along with what you were doing when it happened.
If you share analytics with app developers (System Settings → Privacy & Security → Analytics & Improvements), Apple also sends us an anonymous crash report. Emailing us still helps, because the anonymous report can't tell us what you were doing.
Email template
Copy this into an email to [email protected]:
Subject: Encodia bug report What happened: What I expected: Steps to make it happen: 1. 2. 3. How often: every time / sometimes / once Encodia version: macOS version: Mac model: Format and preset used: Watermark / intro / upload on: The video (container, codec, resolution, length): Upload protocol, if it's an upload problem: Log: (paste below or attach)
Your privacy
- Don't send passwords. We never need your server password. Encodia's logs don't include it.
- Check the log first. Logs include file names, folder paths and your server's address. Remove anything you'd rather keep private.
- Don't send the video unless we ask. If we need it, we'll ask for a short clip that shows the problem, and delete it once the bug is fixed.
What you send is used only to fix the problem, as our Privacy Policy describes.
Security issues
If you've found a security problem, such as a way around the sandbox, or credentials being exposed, please email [email protected] with "Security" at the start of the subject, and don't share it publicly until we've released a fix. We'll reply within two working days and keep you updated.
What happens next
- We reply within two working days, usually sooner, to confirm we've got it, or to ask a question.
- We try to reproduce the problem and find its cause.
- The fix ships in an update through the Mac App Store. We'll let you know when it's out.
Not a bug, but an idea? Send it the same way. Feature requests shape what comes next.