Site Designer Guide
bug support report crash coffeecup forums

Reporting a bug

A well-written bug report dramatically increases the chances of a quick fix. This article shows you what information to gather and where to send it.

Before you report: check if it’s a known issue

  1. Search the CoffeeCup community forums at coffeecup.com/forums. Many bugs are already reported and may have a workaround in the thread.
  2. Check if you’re running the latest version of Site Designer (Help → Check for Updates). The bug may already be fixed.
  3. Try resetting your preferences and reproducing the bug in a new blank project. If it doesn’t happen in a fresh project, the issue may be specific to your project file.

What to include in your report

A complete bug report contains six elements:

1. Site Designer version

Go to Help → About Site Designer. Include the full version number (e.g., 3.5.2 (build 4402)).

2. OS version and type

  • Windows: Settings → System → About → Windows specification section
  • macOS: Apple menu → About This Mac

Include both the version number and whether the system is 32-bit or 64-bit (nearly all modern systems are 64-bit).

3. Steps to reproduce (numbered, minimal)

Write the exact steps needed to trigger the bug, starting from a specific state (new project, a specific file type, etc.). Remove any steps that aren’t necessary to trigger the issue — the shorter the reproduction, the faster the fix.

Example of a good reproduction:

  1. Create a new project with Foundation 6.
  2. Add a Reveal (modal) component from the component library.
  3. Click the Reveal’s trigger button in Live Preview.
  4. The modal opens and immediately closes without user interaction.

4. Expected vs. actual behavior

State clearly what you expected to happen and what actually happened. Don’t assume the team knows — they’ve never seen your screen.

5. Screenshots or screen recording

A screenshot catches visual issues instantly. A short screen recording (QuickTime on macOS, Xbox Game Bar on Windows) is invaluable for bugs that involve animations, interactions, or multi-step sequences.

6. Project file (if project-specific)

If the bug only happens with a specific project, include the .rsd file. Before attaching:

  • Remove or replace any client content, personal information, or paid assets.
  • Confirm the bug still occurs in the modified file.

Where to report

  1. CoffeeCup community forums (preferred for non-urgent bugs)

    Post at coffeecup.com/forums in the Site Designer section. Other users can confirm the issue, and the development team monitors the forums actively. Public reports help other users find workarounds.

  2. Support ticket (for account issues or crashes)

    Submit a ticket at coffeecup.com/help for license problems, account issues, or if you need to attach sensitive files privately.

What happens after you report

The CoffeeCup team triages bug reports by severity and reproducibility. Bugs with clear reproduction steps and sample files are fixed significantly faster than vague reports. A complete report on your first submission — rather than a back-and-forth collecting information — is the single biggest factor in turnaround time.