Help / Troubleshooting

I sent a bug report and heard nothing

You filled in the in-app form, it confirmed the report had gone, and then nothing came back. That is the expected outcome today, and it does not mean your report went nowhere.

The short answer

There is no reply attached to a bug report, at any tier. Vesari Stylus is a one-person company, and a promise of a personal answer is one we could not keep. There is no response-time commitment either.

What we commit to is smaller and real: every report is read, it feeds straight into what gets fixed next, and every fix is reviewed by a person before it ships. The ticket system that will let Pro and Lifetime raise a tracked request is still being built, and this page will change when it goes live. The Report a Bug form works today. The conversation around it does not exist yet.

What happens when you press Submit bug report

The form does more than send your sentence, which is why it beats an email.

It takes your description, plus the optional When did it happen? and Your name entries.
It attaches up to six screenshots, shrinking each on the way out.
It stamps the report with the exact version you are running and the operating system underneath, without you typing either.
It gathers the app's own log files from the last three days, trimming each to its most recent stretch so a long session cannot bloat the upload. Those logs carry file paths from your library, which the form tells you before you send.
It sends the bundle, and shows a confirmation line with a report reference on it.

The bundle is assembled when you press the button, never before. Once it lands, the description, the time field and the attached images all clear. If the send fails instead, you get a line starting Couldn't send with the reason, and your text stays in the box so nothing is lost.

Where the form is

Open Settings from the navigation rail down the left.
Choose the Support tab.
Under Report a Bug, describe what went wrong in the large box.
Optionally set When did it happen?, using the Now button if it just happened, and add your name.
Optionally choose Add screenshot, or paste an image straight into the box. Six is the limit.
Press Submit bug report.

Why there is no reply

We would rather set this out plainly than let you find the shape of it after paying.

Free is served by the knowledge base, and by the help chat that answers from these articles rather than improvising. No ticket.
Pro and Lifetime will additionally be able to raise a support ticket once that system is live. It is designed to be triaged and investigated automatically against known issues.
No human reply is promised at any tier, and there is no response-time commitment.
Reports from Free users are read too. They feed product quality the same way. They are simply not a channel with an answer attached.

The full picture is in Free, Pro & Lifetime - what each tier includes.

If something is urgent

Billing, refunds and licence questions have their own address. Write to [email protected]. Every one is read, though there is no clock on the reply.
If the app will not start, the form is out of reach, so write to [email protected] instead. For a window that opens empty, try The app opens to a blank white window first.
If it is stopping you listening, the troubleshooting articles are the fastest route, because the common cases are already written down. Start with No sound - or DTS / AC-3 / TrueHD plays silent or A track won't play or is flagged damaged.

One thing is never urgent in this way: your music keeps playing regardless. Playback is never held back over a licence state or a pending report, on any tier.

Making a report that produces a fix

The technical half is collected for you. What no bundle can supply is the part only you saw, so spend your effort there.

What you did, what you expected, and what happened instead. A sentence each is plenty, and the most useful thing in the box.
When it happened. Press Now right after the problem, so the timestamp lines up with the logs riding along with it.
A screenshot, if there is anything to see.
One report per problem. Two faults in one box are harder to act on than two reports.
The version number, but only if you are emailing. The form fills this in itself; an email has nothing attached. It sits at the very bottom of the navigation rail, below Settings, as v0.2.26.

How you find out it was fixed

Fixes arrive in app updates, so keeping Vesari Stylus current is how you receive them. Automatic in-app updating is not switched on yet, so new versions come from running the current installer over the top of the one you have. See Updating Vesari Stylus.

If a fix lands and you were the one who found it, you will see the behaviour change rather than get a note about it. That is not indifference. It is the honest shape of a very small operation, and reports do steer what gets built.

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