Doktor Avalanche

mettelus
Also realize that there is a queue for a real person to review them. The Status of "Awaiting Reply" actually denotes that review has not yet occurred (i.e. their end); I do not believe this is a deficiency on your end. In my experience, if more detail is required (from you) they will actually email the account you reported with.

Sorry not true, please check the screenshot in #3 for the actual definition (in green)...
They are expecting a response of some sort.

Cheers...

Hi-
 
I also had a ticket with the "Awaiting Reply" status and wondered what info they still required.
 
Joe Connor [Cakewalk] replied here http://forum.cakewalk.com/FindPost/3203344
 

Just stepped in to say - the "Awaiting Reply" status reflects that there has been a message sent from your end via the Problem Report, and is awaiting a reply from us. Hope that clears up some confusion!

 
-Susan

Doktor Avalanche

mettelus
Also realize that there is a queue for a real person to review them. The Status of "Awaiting Reply" actually denotes that review has not yet occurred (i.e. their end); I do not believe this is a deficiency on your end. In my experience, if more detail is required (from you) they will actually email the account you reported with.

Sorry not true, please check the screenshot in #3 for the actual definition (in green)...
They are expecting a response of some sort.

Cheers...

Ouch, I stand corrected. In the past I have always been emailed directly (I wonder when this changed). Then again, I have had reports "Submitted to development" (a few years old now) that I lost track of (last checked them a year ago), so my "care factor" went through the floor submitting them.
 
Edit: Although I still feel Susan's reply is more accurate... since the link also "allows" for more feedback to be given (i.e. you can append the report at any time). I believe that section is still there even for ones "Submitted do Development," is it not?
 
Edit 2: I dug up the three oldest I have record of and they were all updated to "Status Changed" with no option to update. All three were made just after X3's release. Morbid curiosity got me... My most recent (automatic crash report) from 10/23/14 still has a Status of "Awaiting Review" Two manually submitted on 3/20/15 - one with "Awaiting Review" and the other's status is "New"
 
Just FYI really, take it for what it is worth.

Back to topic... Adam, you documented that well within that one thread. Did you link that in the report you gave them? If not, I would simply submit that since it had steps to reproduce and observed behavior (with screenshots).

alewgro
but what are they expecting?  they never wrote back or posed a question?

 
Loop de loop... #4
 

Well if this is true...
 

Just stepped in to say - the "Awaiting Reply" status reflects that there has been a message sent from your end via the Problem Report, and is awaiting a reply from us. Hope that clears up some confusion!

and yet #3 states...

"Your reports current status of Awaiting Reply allows or requires additional information from you to help us troubleshoot your problem further."

 
Wow that's a direct contradiction!!!

@alewgro - When you respond I suggest you ask them to clean up this complete confusion. Point them to this thread. For the moment I take what the problem report actually says in the screenshot unless told otherwise. You can only go on what the form tells you.


 

alewgro
 
I was just wondering - is it normal to see:  "Your reports current status of Awaiting Reply allows or requires additional information from you to help us troubleshoot your problem further." 2 months after you submit a problem report?

Is there something that I still need to do?

 
When I have a Problem Report that is critical to my workflow that sits for a month or more at either "New" or "Awaiting Reply", I use the Contact Technical Support form (http://www.cakewalk.com/Contact/TechnicalSupport) and inform Tech Support that my Problem Report has been sitting for "X" period of time and ask if they require additional information from me to help move it along.  Historically, I have rec'd a response in a day or two from Tech Support and the Problem Report is updated.  The update may not always be the desired outcome ("Feature request" or "Working as intended"), but at least it is addressed and I can move on.
 

 
-- Ron

Doktor Avalanche
and yet #3 states...

"Your reports current status of Awaiting Reply allows or requires additional information from you to help us troubleshoot your problem further."

 
Wow that's a direct contradiction!!!

Had to boldface the rest of that statement of critical importance, especially the "or"....
 
Quick refresher for those that may have forgotten....
 
 
 

Oh that brings back memories! So cool! Killer playing and such soulful singing. Wicked cool.
 
EDIT: a quick search reveals: Written by Bob Dorough, performed by Jack Sheldon, Terri Morel and Mary Sue Berry... no mention of the band, alas, these things so often go unnoticed and underappreciated. So it goes.

Hi-
 
I definitely think Cakewalk could improve on the "Status" updates. The status of one of my CWBRNs has been "Status Changed" since early April and the message is: "This means that one of our automatic processes reviewed your report and submitted files and has passed additional details onto our development team. Once a human investigates the issue further your report will be updated again if we require additional information from you."
 
I guess I'll contact them about that one.
 
The "Awaiting Reply" status is very confusing, since it can mean (according to Cakewalk; see above) that CW is awaiting a reply from the submitter or vice versa. All it would take to clear that up is "Awaiting Reply from Cakewalk" and "Awaiting Reply from User" to differentiate who's awaiting a reply from whom.
 
I also think (and it's been suggested before) that CWBRN numbers should be included in the bug fix list when possible. Submitting a detailed bug report isn't necessarily a trivial exercise! It would make it much easier for users to see if their bugs were addressed.
 
@Adam- Was the report that you posted an image of the one you're talking about from 2 months ago? The last update shown there is 5/13/2015.
 
-Susan
 
 
 

Susan G
I also think (and it's been suggested before) that CWBRN numbers should be included in the bug fix list when possible. Submitting a detailed bug report isn't necessarily a trivial exercise! It would make it much easier for users to see if their bugs were addressed.

+1. I wonder though if not including CWBRN is being done my design for some weird reason, firstly I have mentioned it before and didn't get anywhere, and secondly because we did get them with patches before Platinum... I can't see why they would change it otherwise.
 
I entirely agree people, who spend time filing problem reports and reproducing issues, should be getting adequate feedback in return. I would even go as far to say a comment in the problem reports forums for each issue implemented from QA would improve customer relations no end (more communication in that forum please!).