---
title: Error description
slug: error-description
description: When reporting a bug in the Purple Platform via the Support Helpdesk, you should deliver several details, so that we can allocate your issue and efficiently work on resolving your problem.
docTags: 
createdAt: 2023-09-27T08:13:45.933Z
---

## Summary

When reporting an error or a bug in the Purple Platform via the Support Helpdesk, you should deliver several details, so that we can allocate your issue and efficiently work on resolving your problem. Learn [How to report an error](docId\:QoJ_6NvayUeh8DSrUDKug) 

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## Error Description

Your error description in the support ticket should ideally contain the following information (if applicable):

- **Affected feature:** e.g. search function, publishing, issue download
- **Description of the problem** (as detailed as possible): 
  - **Detailed error description:** e.g. the issue download in the 'my project app' doesn't work: When I tab on it as a logged-in user, the content doesn't load. I received the error warning 'download not possible'. 
  - **Exact date and time**
- **Reproduction steps: **
  1. **Reproduction Steps: **e.g. open the app, go to the newsstand, open issue no. 3, tab on 'Download'
  2. **Expected result: **e.g. the issue opens
  3. **Actual result: **e.g. I receive an error
- **Troubleshooting: **Have you already tried to troubleshoot? Have you already checked the Purple docs for documentation to troubleshoot? Which docs have you used?
- **Device type and Operating System Version: **E.g. iPhone 13 with iOS 17
- **Browser and Version: e.g. **Google Chrome Version 119.0.6045.199 
- **App Template and/or Experience Version:** E.g. Purple AppTemplate 10.4, Experience 2.7.
- Environment: Please provide all relevant system links
  - **Hub: **Hub link and affected article URL
  - **App:** Purple Manager URL
  - **Web-reader:** URL + Purple Manager URL of the app
  - **Website:** URL
  - **Importer: **sFTP User and access Link
- **Screenshots or screen recordings of the behaviour**

Besides, you are asked to assess the [Support Categories](docId\:gR_6O8LrTuE98t-cHsFL1) of the occurred problems before submitting the ticket.

***

## Examples

Please find an example of an ideal error description here:

![Example of an ideal error description](https://api.archbee.com/api/optimize/ygR6KtT9QI_R0u3uKTJsm/sgkE5OYC5n6AjSy2wBLRq_image.png)