Okay, here’s my problem. I’m using Microsoft Office v.X on Mac OS X and have found an annoying little bug. It’s not critical, but it can be a pain in the ass, particularly if you don’t save your file before doing it. The problem goes like this:
- I’m editing a file in Word v.X with revision tracking turned on and the Formatting Palette is open.
- I decide that I don’t want the Formatting Palette open because it takes up too much screen space on my Wall Street (yes, let’s not go there).
- I click on the Close window button on the Formatting Palette.
- Word crashes
Granted, this doesn’t happen all the time, but since this is the third time it’s happened in the same number of weeks, I figure it’s time to submit a bug report to Microsoft. And, since I’m a good Mac user, I’ve enabled Crash Logs in the Console app (/Applications/Utilities) so I can just copy and paste the crash log into an email.
Seems kinda painless and easy, right? Well, guess again — and it’s not the Mac’s fault.
So, I put together an email, describing what’s happened, what I did to make it happen, and thank the good folks at Microsoft for taking the time to look into it. Not knowing the email address to send it to, I figured that — knowing the tech-savvy company that Microsoft is — probably sending the mail to bugs@microsoft.com would probably work.
Wrong answer! The mail bounced.
Hrmph!
Next stop: Microsoft’s Mac webpage.
Hmmm…nothing here giving me a clue on how to submit a bug report.
Click on the Support link; nothing there either.
After chasing various links, going to Microsoft’s main page, and even going to their Developer page, I figure there has to be something here that tells me how to submit a bug report.
Well, nothing’s obvious, so I click on the “Contact Us” link and get taken to a page that looks promising. The first link on the page tells me:
Contact technical support, ask a question, report a bug or send comments about technical support.
Now I’m getting somewhere.
Wrong answer — AGAIN!
Now I get taken to a page with a bunch of links, and none of them say anything about how to submit a bug report. Being the neophyte that I now feel like, I click on the “Contact Microsoft Online” link so I can:
“Send your question to our support professionals over the Internet.”
Okay, this is getting really painful, but I figure I’ll click on one last link. And, as you might have guessed, this gets me absolutely nowhere.
Now I’m asked to set up a Passport account so I can send a bug report to Microsoft’s support people? I don’t want to create a Passport account — I WANT TO SUBMIT A FREAKIN’ BUG REPORT!!
Sheesh! What happened to the days of the web when you could click on a “Contact Us” link and get taken to a page that lists — what else — contact info for things that people will need, like customer service or tech support, or how about “Submit a Bug”?
So, in case anyone from Microsoft — particularly the Office v.X team — is out there, reading my blog or whatever, here’s the crash report from the Console I tried sending to bugs@microsoft.com, which bounced back to me.
Thank you, and have a nice day.
Chuck
P.S. You might want to consider some usability testing for your web site.
From: postmaster@microsoft.com
To: chuck@oreilly.com
Date: Mon, 3 Jun 2002 07:38:44 -0700
MIME-Version: 1.0
Subject: Delivery Status Notification (Failure)
This is an automatically generated Delivery Status
Notification.
Delivery to the following recipients failed.
bugs@microsoft.com
Date: Mon, 03 Jun 2002 10:41:37 -0400
From: Chuck Toporek
Reply-To: chuck@oreilly.com
Organization: O’Reilly & Associates, Inc.
User-Agent: Mozilla/5.0 (Macintosh; U; PPC Mac OS X; en-US; rv:1.0rc3) Gecko/20020523
To: bugs@microsoft.com
Subject: Crash report for Office v.X
Hi there,
I hope I’ve got the right address for this, if not, please
forward this mail along to the appropriate person.
I’ve found a possible bug when working in Word for Office
v.X under Mac OS X 10.1.5.
When working in a Word file with the text palette open, if
I click the close window button on the text palette to
minimize it back to the toolbar, Word crashes and produces
the following crash report in the Console.
Please take a look at this, as this has happened more than
once.
Thanks,
Chuck Toporek, Editor
chuck@oreilly.com * 617-499-7503
+———————————————————–+
Date/Time: 2002-06-03 10:36:10 -0400
OS Version: 10.1.5 (Build 5S45)
Host: dhcp-254-25.east.ora.com
Command: Microsoft Word
PID: 305
Exception: EXC_BAD_ACCESS (0×0001)
Codes: KERN_PROTECTION_FAILURE (0×0002) at 0×000000ac
Thread 0 Crashed:
#0 0×01288748 in 0×1288748
#1 0×012d115c in 0×12d115c
#2 0×012d16c8 in 0×12d16c8
#3 0×0128a0cc in 0×128a0cc
#4 0×012456ec in 0×12456ec
#5 0×0121f708 in 0×121f708
#6 0×0121f60c in 0×121f60c
#7 0×73118b18 in DispatchEventToHandlers
#8 0×73101da8 in SendEventToEventTargetInternal
#9 0×73150048 in SendEventToEventTargetWithOptions
#10 0×732abc64 in SendShowHideEvent(OpaqueWindowPtr *, unsigned char,
unsigned char)
#11 0×731c78fc in ShowHide
#12 0×0123eac8 in 0×123eac8
#13 0×0123e8cc in 0×123e8cc
#14 0×0123e7fc in 0×123e7fc
#15 0×0123e930 in 0×123e930
#16 0×01288eb8 in 0×1288eb8
#17 0×0128ac48 in 0×128ac48
#18 0×0121f968 in 0×121f968
#19 0×0121f708 in 0×121f708
#20 0×0121f60c in 0×121f60c
#21 0×73118b18 in DispatchEventToHandlers
#22 0×73101da8 in SendEventToEventTargetInternal
#23 0×73150048 in SendEventToEventTargetWithOptions
#24 0×732ac590 in SendWindowEvent
#25 0×73245894 in GenerateWindowButtonClickAction
#26 0×731db664 in HandleWindowEvent
#27 0×732bfe9c in StandardWindowEventHandler
#28 0×73118b18 in DispatchEventToHandlers
#29 0×73101da8 in SendEventToEventTargetInternal
#30 0×731b65c8 in SendEventToEventTarget
#31 0×73201e14 in CompleteWindowEvent
#32 0×731c1a9c in SendEventFromMouseDown
#33 0×732756a8 in HandleWindowClick
#34 0×7326ebc4 in HandleMouseEvent
#35 0×732bfe90 in StandardWindowEventHandler
#36 0×73118b18 in DispatchEventToHandlers
#37 0×73101da8 in SendEventToEventTargetInternal
#38 0×731b65c8 in SendEventToEventTarget
#39 0×7310c5d4 in HandleMouseEventForWindow
#40 0×7310d73c in HandleMouseEvent
#41 0×731ac044 in ToolboxEventDispatcherHandler
#42 0×73118bc4 in DispatchEventToHandlers
#43 0×73101da8 in SendEventToEventTargetInternal
#44 0×731b65c8 in SendEventToEventTarget
#45 0×0124448c in 0×124448c
#46 0×00710f40 in 0×710f40
#47 0×006501a0 in 0×6501a0
#48 0×01396dcc in 0×1396dcc
#49 0×0064fbe8 in 0×64fbe8
Thread 1:
#0 0×70030bbc in accept
#1 0×02df2558 in FWaitForConnection
#2 0×012cedb4 in 0×12cedb4
#3 0×012f8498 in 0×12f8498
#4 0×012f8628 in 0×12f8628
#5 0×702cbcc4 in _MP_CFMTaskProc
#6 0×702831a0 in PrivateMPEntryPoint
#7 0×7002054c in _pthread_body
Thread 2:
#0 0×7002529c in recvfrom
#1 0×02df2710 in FReceiveMessage
#2 0×012f8814 in 0×12f8814
#3 0×012f895c in 0×12f895c
#4 0×702cbcc4 in _MP_CFMTaskProc
#5 0×702831a0 in PrivateMPEntryPoint
#6 0×7002054c in _pthread_body
Thread 3:
#0 0×70044cf8 in semaphore_timedwait_signal_trap
#1 0×70044cd8 in semaphore_timedwait_signal
#2 0×70283e9c in TSWaitOnConditionTimedRelative
#3 0×702ae8b4 in MPWaitOnSemaphore
#4 0×012f8ac8 in 0×12f8ac8
#5 0×702cbcc4 in _MP_CFMTaskProc
#6 0×702831a0 in PrivateMPEntryPoint
#7 0×7002054c in _pthread_body
Thread 4:
#0 0×7003f4c8 in semaphore_wait_signal_trap
#1 0×7003f2c8 in _pthread_cond_wait
#2 0×70250aa8 in TSWaitOnCondition
#3 0×7027d728 in TSWaitOnSemaphoreCommon
#4 0×70243d0c in AsyncFileThread
#5 0×7002054c in _pthread_body
Thread 5:
#0 0×70000978 in mach_msg_overwrite_trap
#1 0×70005a04 in mach_msg
#2 0×70026a2c in _pthread_become_available
#3 0×70026724 in pthread_exit
#4 0×70020550 in _pthread_body
PPC Thread State:
srr0: 0×01288748 srr1: 0×0000f030 vrsave: 0×00000000
xer: 0×20000008 lr: 0×0128872c ctr: 0×01288710 mq: 0×00000000
r0: 0×0128872c r1: 0xbfffde90 r2: 0×00258000 r3: 0×02f64fa0
r4: 0xbfffdf1c r5: 0×00000000 r6: 0×04493c3c r7: 0×000003ff
r8: 0×000000af r9: 0×80240e10 r10: 0×04b83170 r11: 0×834e1424
r12: 0×00000000 r13: 0×00000000 r14: 0×00000000 r15: 0×00000000
r16: 0×00000000 r17: 0×00000000 r18: 0×00000000 r19: 0×00000006
r20: 0×00000000 r21: 0×00000001 r22: 0×72d4e87f r23: 0×00000000
r24: 0×00000000 r25: 0×00000000 r26: 0×002697bc r27: 0×002f2ac0
r28: 0xbfffdf1c r29: 0×00000000 r30: 0×00000000 r31: 0×00000000
**********
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