How to Make an Engineering Support Request for IronPDF

We appreciate your taking the time to help us improve IronPDF and resolve any issue you may be experiencing. The vast majority of our features and updates are driven by customer requests, and we consider software development a 2-way conversation between our customers and our developers.

To provide support, our engineering team will need to be able to efficiently replicate an issue and create regression tests. Most issues we see are platform or runtime specific. As such, we need to be provided with extremely concise information.

You can download the software product from this link.

Please send all support requests to developers@ironsoftware.com.

A Concise, Clear Description of the Issue

A good technical report must include enough information to reproduce the issue. Imagine you are reporting the issue to a colleague or posting on stack overflow.

A bug report should contain:

  • A clear description of the symptoms experienced and any ideas you may have regarding their cause.
  • Log Files (see below)
  • Environment: IronPDF Version, OS and .NET runtime version, (exact cloud environment if applicable)

Please include as many of the following as possible, to prioritize your ticket:

  • Example Project that fully reproduces the issue (see below)
  • A stack-overflow style code snippet (please do not screenshot code)
  • Screenshots of symptoms / exceptions
  • Exception message text (Exception + Inner Exception)
  • At which debugging point does the process stop working or escape in the code?
  • Input parameters and Assets: URL, HTML, HTML File, Image, PDF, CSS, etc.

How to Attach IronPDF Log Files

Attaching Log Files to your bug report more than doubles the probability that we can help.
NOTE: IronPDF has some detailed error logging capabilities which need to be enabled.

How to Enable Logs

Place this at the top of your code, prior to running any IronPDF methods (all versions after 2021.3.1)

IronPdf.Logging.Logger.EnableDebugging = true;
IronPdf.Logging.Logger.LogFilePath = "Default.log"; //May be set to a directory name or full file
IronPdf.Logging.Logger.LoggingMode = IronPdf.Logging.Logger.LoggingModes.All;

Log files created by IronPDF are found in the /bin directory of your project where your DLLS are deployed:

  • default.log (Deployment process)
  • cef.log (Rendering)
  • IronSoftwareCefSubprocess.log. (Rendering & Threading)
  • IronSoftwareEngine.log (Useful for debugging exceptions beginning with "Error generating PDF from..." )

Cloud Servers often have specific locations for log files. We have guides for generating log files in Azure and AWS.

How to Attach an Example Project

An example project that accurately replicates an entire issue in isolation enables our engineers to simply and swiftly recognize and understand an issue. 

This is the gold standard for reproducibility and will generally expedite a support request to the top of the stack.

Our preferred format is a zipped, simple, standalone .NET console or web app project:

  • Please enable full sharing when sending a Google Drive or Dropbox link.
  • Bin folder is not required as its inclusion bloats the zip file

Please Also Include:

  • Input files (working and non-working), including PDFs, referenced assets (CSS, images)
  • Output PDFs (if applicable) and / or the expected output