Details
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Type:
Task
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Status: Closed (View Workflow)
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Priority:
Major
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Resolution: Done
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Affects Version/s: None
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Fix Version/s: None
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Labels:None
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Story Points:0.25
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Epic Link:
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Sprint:Fall 9 : 9 Dec to 20 Dec, Spring 1 : 25 Dec to 17 Jan
Description
A user has recently updated to the new IGB version 9.1.0 and reported this issue:
"error message:
IGB is unable to load the data in your file. Error message: Provider "Z" not found.
It used to work and to be able to open files on disc space "Z", I have just updated the new IGB version, and I get this error message"
Attachments
Issue Links
- relates to
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HELP-324 file opening
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- Closed
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Activity
Copied support (private) JIRA issue to public board for next steps.
cc: Philip Badzuh and Nowlan Freese
User is running Windows 10.
Further correspondence:
"...
To help us fix the problem, can you send us the IGB log messages?
To send us the log messages, please:
1) Start IGB 9.1.0
2) Try to open the file that caused the error.
3) After seeing the error message, please select the "Console" tab.
4) Click "Copy All to Clipboard"
5) Paste the text into an email or a text file and send it to us.
..."
Unable to reproduce problem during testing.
Contacted for clarification. Note name of bug submitter hidden for privacy.
"Dear Dr. ----,
Thank you very much for alerting us to the problem with the new version of IGB! (Please see below for a reminder of your report.)
I am putting you in touch with Dr. Nowlan Freese and Mr. Philip Badzuh, who will be asking you some questions. With your help, we hope to fix the problem quickly!
To start:
Can you let us know what operating system you are using - Windows or Mac?
Thank you and best wishes,
Dr. Loraine"