> For the complete documentation index, see [llms.txt](https://support.powerio.com/hub/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.powerio.com/hub/orbit/en/help/fehler-melden.md).

# Report error

How to report a bug in powerIO Orbit to powerIO Support, with all the information powerIO needs for a quick analysis.

Report errors in Orbit via the contact form or by email to <code class="expression">space.vars.support\_email</code>. The more precise the report, the faster powerIO will find the cause.

<a href="https://www.powerio.com/de/kontakt" class="button primary" data-icon="envelope">Open contact form</a> <a href="mailto:office@powerio.com" class="button secondary" data-icon="at">Email <office@powerio.com></a>

## Check before reporting

Many situations are already explained by [Troubleshooting](/hub/orbit/en/help/faq.md), for example an archive that has been on **Analysing…** for a long time, or missing sections in the sidebar. Reload the page in Orbit once before reporting an error.

## Information for the report

This information helps powerIO reproduce the error:

* Name of your organization and the email address with which you are signed in to Orbit
* Address of the affected page from the browser; it also contains view and filter
* Steps leading up to the error, the expected and the actual behavior
* Error message in the exact wording
* Date and time when the error occurred
* Browser and browser version
* Screenshot or short screen recording of the error

## Create screen recording

A short screen recording shows powerIO exactly how the error occurs. Windows and macOS include the necessary tools.

{% hint style="warning" %}
**WARNING**

IT security risk due to visible login data. Recordings and screenshots can show passwords, API keys or confidential project data.

* Only record the browser window with Orbit and close other windows beforehand.
* Do not enter passwords while recording.
* Redact login data in screenshots before sending.
  {% endhint %}

{% tabs %}
{% tab title="Windows 11" %}
{% stepper %}
{% step %}

### Open Snipping Tool

Open the Snipping Tool from the Start menu and switch to video recording.
{% endstep %}

{% step %}

### Select area

Click on **New** and drag a frame around the browser window with Orbit. Start recording in the bar above the frame.
{% endstep %}

{% step %}

### Recreate the error

Repeat the steps up to the error. End the recording with the stop icon.
{% endstep %}

{% step %}

### Save video

Save the recording as an MP4 file using the disk icon.
{% endstep %}
{% endstepper %}
{% endtab %}

{% tab title="macOS" %}
{% stepper %}
{% step %}

### Open recording

Press Cmd+Shift+5. The screenshot and recording bar appears at the bottom of the screen.
{% endstep %}

{% step %}

### Select area

Select the icon for recording a selected area and drag the frame around the browser window with Orbit. Click **Record**.
{% endstep %}

{% step %}

### Recreate the error

Repeat the steps up to the error. End the recording with the stop icon in the menu bar.
{% endstep %}

{% step %}

### Find video

macOS saves the recording as a MOV file on the desktop.
{% endstep %}
{% endstepper %}
{% endtab %}
{% endtabs %}

A recording of under a minute is usually sufficient. Attach the video to your report.

## After reporting

powerIO reviews the report and responds by email. Questions not related to an error, for example about pricing or organization, should be submitted under [Request help](/hub/orbit/en/help/hilfe-anfordern.md).


---

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