Isolating specific problems

Sometimes when a problem occurs it can be difficult to locate the cause. It can also be hard for us to assist since things like system setup, hardware, operating system, specific Helium Music Manager options etc can be different on a customers machine than in our testing environments.

To be able to isolate a specific problem you can follow the short instructions below:

Restart the application. Always restart the application after having received an error. Side-effects caused by a prior issue is very common and a fresh start minimizes the risk of reporting one incident as several problems.
Minimize number of steps. Please try to remove as many redundant steps as possible. Perhaps the problem will arise by only doing a few of the things you did the first time the error occured?

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