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Send a support bundle

Describes RotoSpider Desktop 0.8.13 · checked 2026-09-13 D5

When something goes wrong in the desktop app, a crash, a layout that looks wrong, a workbook that will not load, the fastest way to get help is to send a support bundle: a ZIP the app keeps ready, holding what it needs to reproduce what you saw. Nothing is uploaded on its own; you choose to export a bundle and you send it.

What a bundle is

The desktop app records each session as it runs and keeps a ready-to-send ZIP for sessions that ended normally and for sessions that ended unexpectedly. As the Settings tab says, a bundle holds settings, master data, layout workbooks, schedule documents and the replay operations: the list of what was done in the session, the messages exchanged with the layout engine, the pointer gestures made on the spider, a debug log, and a few snapshots of the open layouts, taken at start-up and around each save and open. It holds nothing else from your computer, and when it is exported, file paths on your computer and anything that looks like a password or a key are blanked out first.

Where to find them

On the Settings tab, the Support bundles section shows how many bundles are kept and their total size:

• Export latest support bundle… saves the most recent bundle as a ZIP where you choose, and confirms with Exported <file> (<size>). This is the file to send.
• Open support folder opens the folder where the app keeps them, inside its own data folder, if you want an older one.
• Clear old support bundles deletes the kept bundles to free the space, after asking; the running session is kept.

After a session that ended unexpectedly, the app says so on the next start, The previous RotoSpider session ended unexpectedly. with A local support bundle is available. Nothing was uploaded. and the same Export bundle… and Open support folder buttons, so the bundle from the crash is one click away.

Settings you can leave alone

Record local support bundles is on by default; switch it off and the app keeps no bundles at all. The numbers under it cap what is kept: the size of one bundle, the total size kept, how many normally ended and how many crashed or incomplete sessions to keep, and how many snapshots one bundle may hold. A change takes effect after the next launch, and Apply at the bottom of the tab confirms it. The app refuses limits that cannot work together, one bundle must fit within the total.

Sending it

Export the latest bundle and send the ZIP with a sentence on what you expected and what you saw, to the address on the contact page. The bundle carries your master data and layouts, so send it the way you send other factory files.