How do you report a technical error?

To help us assist you quickly, please include all relevant information in your initial inquiry.

Detailed description of the error

Please describe exactly what the problem is. Your description should include the following details:

  • What exactly is the error?

    • Screenshots / photos can be helpful

    • Were there any unusual events before the error occurred (e.g., slow loading of test pages, internet connection issues, etc.)?

  • When exactly did the error occur?

    • When starting the VTS, when starting the test, during testing, or when viewing the test result?

    • Exact time (include time zone)

  • Is there an error message? If so, what does it say?

    • Ideally, please provide the text of the error message

VTS system information (required)

  • Your customer number or multi client (e. g. W01234_xxx)

  • Device number, e.g., dongle TDC3-1234 or panel, e.g., WAG5-1234

VTS log files

You can find the VTS log files at the following path:

%ProgramData%\SCHUHFRIED\Logs

For accurate error analysis, please compress the entire folder into a .zip file and send it to technical support: image-20260603-124332.png

For server/client systems, please send the log files from both the server and the client.

VTS version and system configuration

Please provide us with the VTS version and details about your system configuration:

  • You can find the VTS version here:

    image-20260603-121512.png

    If you are using the old user interface, the VTS version can be found under Settings: image-20260603-124440.png

  • Are you using a panel or additional hardware? If so, which one?

  • How were the tests started?

    • Are you using Direct Testing?

    • Are you testing online via a browser?

      • If so: which browser was used?

    • Do you send test links via email?

Information about your operating system

  • Which operating system are you using?

  • Are there any important system updates pending or currently being installed?

  • Do you use an antivirus program or a firewall?

  • Are other resource-intensive programs running (in the background)?

  • If you are using VTS online: which browser are you using, and in which browser were the tests performed?