Report a problem or send feedback

Send one#

Choose Feedback in the title bar of Castellan's page. Settings > General > Feedback and About open the same window, and a repair that didn't work has Report this, which fills in what it was.

1. Say what it is: A problem, An idea or Something else.
2. Under About, pick the staff member it's about, or leave it at Nothing in particular.
3. Write what happened and what you expected, or your idea. Up to 10,000 characters.
4. Give your email if you'd like an answer. It's optional: without it we read the report but can't reply.
5. Leave Include diagnostics ticked unless you'd rather not send them (see below).
6. Choose See what will be sent. Castellan shows you the report exactly as it will be sent, diagnostics and all. Send sends it; Back lets you change it.

What a report holds#

• What you chose and wrote, and your email if you gave one.
• When you wrote it, Castellan's version, and the staff you have with their versions.
• With Include diagnostics: the last lines of Castellan's log (and of the staff member it's about), and the state of this PC's NPU, graphics card and processor as the staff use them.

Before you see it, Castellan takes out of the diagnostics your Windows user name, this PC's name, your home folder, email addresses, and anything that looks like a key, token or password. Read it over before you choose Send: nothing is sent you haven't seen.

A report goes to us with your license, so we can look into it on your account and answer. Your files never go with it. We keep reports for a year. The privacy notice has the details.

When the PC is offline#

Send works offline too. The report waits on this PC and goes as soon as Castellan can reach us, trying again at most an hour apart if we don't answer. Settings > General > Feedback lists what you've sent and what still waits: Don't send takes back one that hasn't gone yet.

A report we can't accept (one too long, say) is marked there with why, and isn't tried again: Remove clears it. You can send 20 a day from one license.

Something urgent?#

For a problem that stops you working, write to us at support as well, and say what you sent. See When something isn't right with Castellan.