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Guides

Handle a bug you cannot reproduce

Some bugs only appear in one browser, one account or one data set. Good questions and steady follow-up turn a vague report into something you can fix.

Last reviewed

Believe the report

Start from the customer saw something real. Thank them and say you are looking into it.

Ask for the missing details

Request steps, browser or device, the account affected and a screenshot or recording.

Try their conditions

Test with the same plan, role and data where you can. Many bugs depend on settings, not code.

Tell them what you tried

Say what you tested and what you saw so they can correct a wrong assumption.

Keep it open with a date

Promise a next update and keep a known-issue note so a second report links to the first.

Questions

When can we close a bug we cannot reproduce?

After asking for details twice and giving a date, close with a clear way to reopen.

Should we ask for a screen recording?

Yes, if the customer is willing. It is often faster than written steps.

How do we avoid blame?

Describe what you tested, not what the customer did wrong.

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