When things don't work

2/23/2016

We strive to make Furkot as bug-free as possible but sometimes things do break. Whenever something unexpected happens please let us know. Contact us on Twitter, Facebook, send an e-mail, or ask a question on our feedback forum. If we know about a problem we will be able to fix it faster.

There are several things to consider when Furkot doesn't behave as expected:

Browser version

While we test Furkot with a wide rage of browsers we cannot support all possible combinations of devices, operating systems and browsers. For the best experience with Furkot we suggest Chrome and Firefox browsers: they are both excellent, easy to install on all devices and operating systems, and they automatically keep up to date.

Make sure you are using an up-to-date browser: it's important not just because of Furkot - outdated browsers are slower and they can have bugs that make them unsafe to use. Visit WhatBrowser.org website to confirm that your browser is current and find a newer version if it's not.

Something is wrong with a trip

If the issue seems to be related to the specific trip try to check and fix warnings: while some - like the warning about weekends - are merely informational, most are a sign that something is not quite right with your trip. Look for stops displayed in red and check their details for the warning explanations. Unless you fix the issues with your trip, certain features - for instance printing or exporting - may not render the results you expect.

Occasionally Furkot will propose a route that is different from what you expected. If that happens make sure your road preferences and mode of travel reflect your intentions. Your preferred road may be seasonally closed thus prompting Furkot to route around it. Make sure your trip dates are set to indicate your travel plans and consider seasonal closures. Try the alternative route: it is calculated differently and may be more to your liking.

Furkot uses Google Maps API to find most routes. You can always compare Furkot route to Google directions. If you consider the results to be incorrect, send feedback to Google reporting a data problem.

We can have a look at your trip if you invite us to share it. Press the share button at the top of the Trip drawer, enter trips@furkot.com as a friend address and your e-mail as From address; then press the Invite button. If you haven't already done so, please describe your problem with a trip in a separate e-mail.

You don't see the trip that you planned

If a trip that you didn't delete cannot be found, please rest assured it's very unlikely that it is in fact lost. We realize that not finding a trip after putting all the effort to plan it is upsetting and we placed numerous safeguards to prevent data loss.

When you don't see the trip you are looking for on the list of your trips, try to reload Furkot webpage: in most Windows and Linux browsers hold down Ctrl and press F5. On Mac hold down Cmd and press R (in Chrome) or F5 (in Firefox). In Apple Safari hold down Shift and click Reload toolbar button.

Make sure you are signed in with same account you used when initially planning a trip. If you created the trip as a guest, you'll need to use the same computer (phone, tablet) and the same browser to access it.

When you employ privacy-protecting measures you are effectively telling the browser to clean your data and forget your activities after you are done. That doesn't include the planned trips but will erase your means of access if you planned your trip as a guest. In such cases regaining the access to your trip may be hard and will require our assistance. If you think that it may be the case, please email us at trips@furkot.com providing as much information about your trip as you can recall: name, dates, names and addresses of stops. If your trip didn't contain many stops, consider recreating it - and consider creating a Furkot account before you proceed with planning.

Troubleshoot the problem

Depending on the problem you can try one of the following remedies. Do not feel like you have to try any of that before contacting us: we are happy that you are using Furkot to plan your trip and we will try to help you as best as we can.

  • Make sure you are using the latest version of Furkot. Check the More options menu and select the Update Now option if present.

  • Reload Furkot webpage: in most Windows and Linux browsers hold down Ctrl and press F5. On Mac hold down Cmd and press R (in Chrome) or F5 (in Firefox). In Apple Safari hold down Shift and click Reload toolbar button.

  • Force Furkot to sign you out by clicking the Sign Out button or, if not available, by following this link: https://trips.furkot.com/logout

  • Check and fix warnings: while some - like the warning about weekends - are merely informational, most are a sign that something is not quite right with your trip. Look for stops displayed in red and check their details for the warning explanations.

  • Read the manual: many aspects of Furkot are already described in its growing body of help articles. Your problem may turn out to be just a different take on a particular feature.

  • Some browser extensions, add-ons and plugins that modify page content may interfere with Furkot. Disable extensions - Firefox, Chrome, Internet Explorer, Safari - and, after restarting your browser, try Furkot again. If you discover which extension, add-on or plugin prevents Furkot from working properly, contact us to report a bug and we'll see if we can make Furkot work with it.

  • If you have an account with Furkot, clear Furkot data from the browser cache. See the detailed instructions for Chrome and Safari on Mac and iOS devices. However if you didn't sign up and are accessing Furkot as a guest don't clear the browser cache as it will remove access to your trips.

  • Find out if the problem persists when you use private or incognito mode of your browser. It's an easy way to try Furkot in fresh environment - without any stale data that may interfere with it. Please know that if you didn't sign up and are accessing Furkot as a guest you won't have access to your trips when browsing in private mode.

Report a bug

We test Furkot thoroughly. That said, we cannot do that in every possible environment. Factors that may influence Furkot behavior include the type of the device, the operating system, the browser, and plugins or add-ons installed in the browser. We count on Furkot users to help us reproduce and ultimately fix the issues. We appreciate the time you take to report an issue and we welcome every bit of information.

We pride ourselves on fixing bugs quickly. Good bug reports certainly help with that. If you need advice on writing good bug reports we can recommend the essay How to Report Bugs Effectively by Simon Tatham.

When reporting a bug start by describing what you did in detail. Assume we exercised this part of Furkot and it worked for us. Since it doesn't work for you either yours and ours setups are different or you and we are doing things differently. Provide as much information as you can to help us identify that difference and reproduce the problem. Don't worry about writing too much. Consider including the following:

  • If the problem involves a trip invite us to share it. Press the share button at the top of the Trip drawer, enter trips@furkot.com as a friend address and your e-mail as From address; then press the Invite button. If you haven't already done so, please describe the problem in a separate e-mail.

  • Take a screen snapshot of the problem: in Windows and Linux it's usually as easy as pressing Prnt Scr button. On Mac press Cmd + Shift + 4 combination, then press Space and click Furkot window (see how to take screen snapshot on Mac). Sending us a snapshot will help us resolve your issue quicker.

  • List the name and version of the browser, the operating system, type of device, installed browser plugins.

  • If you feel comfortable to do so you can also send us the console output. Most browsers will display their internal consoles when you hold down Ctrl and Shift and J together (Cmd + Opt + J or Cmd + Shift + J on MAC). Or try F12 and click on the Console tab. The console is either displayed in a new window or in a special panel at the bottom of the current browser tab. Select, copy and paste its content or take a screenshot of that window and send it to us.