When you press Send, you may be more like Angel (who got us started on a problem) or Ian (who got an immediate fix). This is a story about how Angel helped Ian and others like him without even knowing it. To this day, over 300 other MATLAB customers have benefitted from the efforts related to identifying and resolving this one bug. Ian was happy: “THANK YOU! That worked perfectly! I appreciate how quickly you replied to my issue!” Five minutes later, Ian received an email with the workaround information: The following week, Ian experienced this same crash. This had a dramatic impact on a customer named Ian. Now when another customer reports a similar crash, they can get immediate information on how to resolve the bug. Then, Nick cataloged the workaround information into our notification system. At this point, Scott identified and validated a workaround. These interactions helped Scott learn that MATLAB R2017b introduced an incompatibility with a combination of a Linux distribution and a graphics driver. For several weeks they explored different ways to narrow down the issue. Tushar, together with our developer Scott, began troubleshooting with Angel.
Nick reached out to Tushar, one of our technical support engineers, for help contacting Angel to try to understand what caused the problem. Nick, one of our engineers in charge of analyzing these reports, noticed the spike and began investigating.
Soon after, MathWorks began receiving similar reports from other customers. His crash report was sent off to MathWorks. Happily for our story, Angel decided to press Send. Late September of last year, a customer named Angel upgraded to MATLAB R2017b. Let me share a story to show you that good things can happen when you send us a crash report. Others assume no one will look at the report. Some people are concerned about information privacy. We know that people often hesitate to send these kinds of reports. I’m one of the people here who sees it and tries to do something useful with it. Press it, and you’ll send a crash report to MathWorks. If you look closely, you’ll see the first button says “Send”. If not, I’m glad! If so, I’m sorry, because this is the screen you see when MATLAB crashes. If you use MATLAB a lot, you may have come across a screen like this…
Part of my job is helping people when MATLAB crashes. His current focus is on helping customers who encounter MATLAB crashes and working with developers to improve MATLAB & Simulink. He likes solving challenging problems, and enjoys seeing his efforts help people. This week we have a guest post from Cesar Rivadeneyra.
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