How to Report a Bug

Last reviewed: June 11, 2026

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On this page

Use this workflow to report an error, incorrect result, blocked workflow, or unexpected behavior in PAX.

When to use this workflow

Use Bug Report when something in PAX appears broken or incorrect.

Good bug report examples include:

  • A button does nothing.
  • A save action fails with an error.
  • A screen shows the wrong status or value.
  • A workflow is blocked even though the record appears valid.
  • A report does not load or returns an unexpected result.

Use How to Request a Feature instead when PAX is working but you want a new capability or workflow improvement.

Before you start

You need:

  • Access to the main PAX dashboard.
  • The screen or module where the problem happened.
  • The record number, customer code, vendor code, part number, invoice number, order number, PO number, work order number, or other identifier involved, if any.
  • The steps that produced the problem.
  • What you expected to happen and what actually happened.
  • Any error message shown on screen.

If a screenshot would help, leave the relevant PAX screen open before starting the report.

Screen path

Dashboard > Feedback > Bug Report

Steps

  1. Open the PAX screen where the problem happened.
  2. Select Feedback.
  3. Select Bug Report.
  4. In Description, describe the issue.
  5. Include the exact screen or module, the affected record, the steps you took, what you expected, what happened, and any error message.
  6. To include a screenshot, select Capture screenshot.
  7. When your browser asks what to share, choose the current PAX tab.
  8. Wait for PAX to show the screenshot preview.
  9. Leave Attach to report checked if the screenshot should be sent.
  10. Clear Attach to report if the preview should not be sent.
  11. Select Send.
  12. Wait for Bug report sent. Thank you.
  13. Select Close when finished.

The feedback form is hidden during screenshot capture, so it should not appear in the screenshot.

Bug report format

Use a format like this when it helps make the report clear:

Screen or module:
Record number or code:
Steps I took:
What I expected:
What happened:
Error message:
Screenshot attached: Yes/No
Date/time:
User:

Be specific enough that the PAX team can reproduce the issue or find the affected record.

What happens behind the scenes

PAX sends the bug report through the tenant's saved Email Configuration.

The message includes your description, the current page URL, browser information, tenant, submission time, and user identity where available.

If you capture and attach a screenshot, PAX asks the browser for permission to capture the selected tab or window. After the browser returns the screen image, PAX stops the screen-share stream and shows the screenshot preview. The screenshot is sent only when Attach to report is checked.

PAX accepts screenshot attachments for bug reports only. If the screenshot is missing, invalid, or too large to accept, PAX can still send the bug report without the attachment.

PAX records successful and failed sends in email logs. A bug report does not change the affected PAX record, retry the failed action, post transactions, correct balances, or update statuses.

Troubleshooting

Your browser does not support screen capture

Likely cause: The browser does not support the screen capture API PAX uses for bug screenshots.

Safe fix: Send the bug report without a screenshot. Include the screen name, record identifier, exact error message, and steps in Description.

Contact support if: The bug is difficult to describe and you cannot use a supported desktop browser.

Screenshot was cancelled or blocked

Likely cause: The browser screen-share prompt was cancelled, blocked, or previously denied.

Safe fix: Select Capture screenshot again. If the prompt does not appear, use the lock or shield icon in the address bar to reset screen-share permissions for the site, then try again.

Contact support if: Browser permissions are reset but capture still fails.

The screenshot preview shows the wrong screen

Likely cause: The wrong tab, window, or screen was selected in the browser share prompt.

Safe fix: Select Recapture screenshot, then choose the current PAX tab.

Contact support if: The browser does not offer the current PAX tab as a choice.

Send is disabled

Likely cause: Description is blank, PAX is waiting for screenshot capture, or PAX is already sending the report.

Safe fix: Enter a description, finish or cancel any browser screen-share prompt, and wait for any active send to finish.

Contact support if: The form is not sending or capturing but Send remains unavailable.

Description must be at most 5000 characters

Likely cause: The report is longer than the allowed description length.

Safe fix: Shorten the report to the screen, record, steps, expected result, actual result, and error message.

Contact support if: A shorter report still triggers the limit.

Email is not configured for this tenant

Likely cause: The tenant does not have saved Email Configuration.

Safe fix: Ask an admin or executive user to configure and test outgoing email.

Contact support if: Email Configuration is saved and test emails work, but bug reports still cannot send.

Failed to send report

Likely cause: The outgoing email service rejected the message or returned an error.

Safe fix: Retry once. If it fails again, ask an admin or executive user to send a test email from Email Configuration.

Contact support if: Test emails work but bug reports continue to fail.

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