Report a Muddog problem
If you have a connection or app problem, use Report a problem to send a description and diagnostic information. Using the VPN does not require an account, but sending a report from the app requires the ID of an existing Mudfish account.
Send a report
- Select Report a problem at the top of the app.
- In Mudfish ID, enter the ID of the account you will use to view the report. No password is required.
- In Problem description, describe what you were doing, any error messages, and how to reproduce the problem.
- Review the information that will be included, then click Send report.
- When submission finishes, click View submitted report.
- In your browser, sign in to that Mudfish account to view the report.
Include the following details to help identify the cause:
- Your operating system and Muddog version
- The selected country and VPN traffic mode
- The time the problem occurred and your time zone
- The steps leading up to the problem and the behavior you expected
- Messages shown in Connection details or Error details
- For problems affecting only one app, its name and installation method
Recent engine logs are cleared when the service restarts. After reproducing the problem, send the report before restarting the service if possible.
Information included
Clicking Send report sends the following information to the report server:
| Information | Contents |
|---|---|
| Your input | Mudfish ID and problem description |
| Environment | App version, operating system, and architecture |
| Connection information | Saved VPN connection settings and the current status of your personal VPN and internet sharing |
| Diagnostic logs | Recent engine logs and app events. These may contain IP addresses. |
Raw connection and relay logs, search filters, and search results are not automatically attached. If you are asked to send a separate file, review what you are sharing.
Even if the service is stopped or outdated and some diagnostic information cannot be retrieved, the app can send the information it could collect along with the reasons other information could not be collected.
If submission fails
Check your Mudfish ID and internet connection, then try again. Your draft description is kept if submission fails. It is also kept when you switch screens in the app, but save any text you need elsewhere before closing the app.
If you cannot launch the app or reports keep failing to send, request support on the Mudfish Forums. Include the error details and steps to reproduce the problem. Before posting logs publicly, check for IP addresses or other information you do not want to disclose.