Alas, the world is not perfect. Few programs more complex than
“Hello, world!” are totally bug-free, and DocToHtml is no
exception. Although we do our best to minimize possible issues,
DocToHtml might fail to operate properly under some conditions. For
such cases, DocToHtml has a built-in feature for tracking the
origin of the error, so that we can reproduce, investigate, and
resolve the issue. Please use the error-tracking feature to help us
improve our software and increase our customers’ satisfaction.
If you encounter an error, before taking any steps, please
download the latest version of DocToHtml from its official webpage. But if installing
the most up-to-date version does not solve the issue, please read
the suggestions below. For us, bug fixing has the top priority, and
usually we can fix a reproducible bug within a few days. However,
please note that we may be unable to resolve an issue if we
cannot reproduce it due to an incomplete or imprecise
When reporting a bug, please include the text from the System
Information window. Without that data, we will be unable to
reproduce the problem. To open the System
Information window, click the System
Info button in the bottom-left corner of the About window:
Copy the data, and paste it into your e-mail message; or save
the data to a file, and then attach the file to your e-mail. We
need that information to reproduce the issue and, subsequently, to
fix it. The window shown above was designed specially to save you
the hassle of entering the technical data by hand. The data will be
used only to help us deal with software problems.
In the batch converter, when an internal error occurs during the
processing of some conversion item, the last conversion list editor column
reflects this fact by displaying one of the following values:
|Icon in Log||Value||Meaning
|Exception||An exception occurred during the conversion process. This type
of error occurs in the MS Word Add-In, and usually the
conversion process may continue after that. When such an error
occurs, you can also see a window with the following text:
“An error occurred in the application.” This
window will prompt you to send us a bug report. You are welcome to
do it, since we are dedicated to improving our software. Please
note that we are not interested in your personal information. Any
data received from you will be used only to reproduce and
investigate the issue, and to improve our software.
|Fatal exception||An exception occurred in the DocToHtml batch converter. The
conversion process cannot proceed after this type of
When the program encounters
an internal error, a dialog like this will be displayed:
This dialog often indicates a bug in the program. When you
encounter this situation, the first thing to do is to check whether
a more recent version of DocToHtml is available on the program’s
official webpage. If your
version is older than that, please download and install the latest
one. You can view the DocToHtml version in the About dialog, and
also directly in the bug report window caption.
If the bug persists even when you use the latest version of
DocToHtml, please feel free to send us a bug report by clicking the
“Send bug report” button. The bug report
will contain data describing the program’s and the operating
system’s state at the moment when the error occurred. To view the
report, click the “Show bug report” button.
As a rule, the data will not include any information that can be
used to identify you. In any case, the information will be only
click the “Send bug report” button, a
series of three forms will be displayed, where you can describe
when and how the error occurs.
If we need more information to troubleshoot the problem, we may
use your e-mail address to contact you. We never transfer our
customers’ contact data to any third parties.
To let us reproduce and fix the error, please provide a full
description of the conditions under which the error occurred. If it
occurs during the conversion of a specific document, please send us
the document along with your bug report. Again, any data received
from you will be used only to track down the software problem, and
will not be transferred to any third party.
If you are reporting an inconsistent behavior of the user
interface, a screenshot can be helpful in reproducing the issue. If
the error occurs during the conversion of a particular document,
the screenshot will probably be unnecessary, but the original
MS Word document will be very helpful.
When you click the Continue button,
DocToHtml will attempt to send your bug report to us. If you are
using a firewall, you should allow DocToHtml to do this.
Alternatively, you can save your bug report by clicking the
“Save bug report” button, and then attach
the saved text file to your e-mail message.
Of course, the bug reporting mechanism does not cover all
possible error types. For instance, it cannot catch an incorrect
conversion of a particular formatting. In this case, please
describe the problem as precisely and completely as possible, and
send the description to us, along with the settings that were used
for the conversion (you can access them via the System Info
window), the original MS Word document, and the “bad” output
As a rule, we can fix a bug within a few days after it has been