In order to get timely responses from support and fellow users, it is really helpful for you to post as much information as possible. Below is a general guide on how to post:
When asking about techniques and tools in Mocha, we highly recommend the following:
- Make your post title as specific as possible.
Good example: “How do I remove multiple objects at once using the Remove module?”
Bad example: “How do I do this?”
- Include your Mocha version. We can’t stress this enough. Knowing both Product, Version and Type will really help us to narrow down how to help you.
Good example: “I am using Mocha AE Plug-in v6.0.3”
Bad example: “I am using mocha”
- State everything you need to know in the body of the post and give context where needed
Good example: “I am trying to track a wall, but the track is slipping. There isn’t a lot of detail on the wall to grab onto. I’ve tried using a large shape and increasing my Min % of pixels.”
Bad example: “I’m trying to track a wall and it isn’t working.”
- Post images or footage where possible. It really helps to SEE the problem. We understand this can be difficult when working with client-sensitive material, so you can also send us the footage directly for more privacy.
- Be polite. We’re here to help.
Problems or Bug Reports
Any defects you post should be described in as much detail as possible. We recommend using the template below:
Title: [The build number in brackets] and a thread title summarising the problem Version: The version and build number where you found the bug Platform: A brief description of your machine Description: A description of the problem at the beginning of the thread post Steps to reproduce: Steps on how to reproduce the problem Expected result: What you expected to happen Actual Result: What actually happens Regression: Was this problem not present in an older build? Additional data: Anything else you can supply, such as an attached project or crash log
For example (This is not a real defect!):
Title: [Build 13374] Setting a key then deleting it crashes mocha Version: Mocha Pro Adobe Plugin v5.6.0 Beta build 13374 Platform: Mac OS X 10.9.0, MacBook Pro Core 2 Duo, 4GB RAM Description: When working with splines, setting a key then immediately deleting it with the keyframe controls causes mocha to crash. To reproduce: 1. Create a spline 2. Move down the timeline and move the spline to automatically create a key 3. Hit the delete keyframe tool Expected: Key deletes Actual: Program crashes Regression: Was working in build 9658. Attached: Crash log
Using these guides will help you get an answer quicker!