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Copy file name to clipboardExpand all lines: powerapps-docs/maker/canvas-apps/service-request-support.md
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# Create an effective service request
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If an app isn't behaving as expected, it could be an issue with Power Apps configuration or a system outside of Power Apps.
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If an app isn't behaving as expected, it could be an issue with your Power Apps configuration or a system outside of Power Apps.
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Depending on the issue, you can get help from the following individuals or organizations:
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| Type of issue | Who can help best |
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| ------------- | ----------------- |
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| App | Creators of the app, administrators |
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| Power Apps | Microsoft |
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| External data sources and integrations | Users who are responsible for the external system |
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| External data sources and integrations | Users responsible for the external system |
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## Differences between app bugs and Power Apps bugs
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An app bug is an unexpected behavior in a particular app. In comparison, a Power Apps bug is an unexpected behavior in the system that creates, runs, or manages the app. It's not always easy to tell the difference because an app bug can sometimes be caused by an underlying Power Apps bug. Here are some distinguishing signs.
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An *app* bug is unexpected behavior in a particular app. In comparison, a *Power Apps* bug is unexpected behavior in the system that creates, runs, or manages the app. An underlying Power Apps bug might cause an app bug, making it difficult to determine if the bug is an app or PowerApps bug.
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Here are some distinguishing signs.
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| App bug | Power Apps bug |
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| ------- | -------------- |
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|Explains how to reproduce an issue in a specific app |Explains how to create an app that reproduces an issue |
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| Requires access to specific data connections | Any data connection can be used to repro the issue, which might require a specific configuration of the data source |
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| Affects only a single app in a single organization | Affects apps in multiple organizations, or has the potential to do so|
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| Complicated app with components not relevant to the issue |[Minimal repro app](/troubleshoot/power-platform/power-apps/create-and-use-apps/minimal-canvas-app-repro) that clearly shows an issue with just a few components |
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|Able to reproduce an issue in a specific app |Able to create an app that reproduces an issue |
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| Requires access to *specific* data connections |*Any* data connection reproduces the issue, which might require a specific configuration of the data source |
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| Affects only a single app in a single organization | Affects apps in multiple organizations or has the potential to affect them|
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| Complicated app with components not relevant to the issue |[Minimal repro app](/troubleshoot/power-platform/power-apps/create-and-use-apps/minimal-canvas-app-repro) that shows an issue with a few components |
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| Mentions custom features and code | Mentions specific Power Apps features |
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| Microsoft documentation doesn't exist for the affected feature | Microsoft documentation exists for affected feature and explains its expected behavior |
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| Microsoft documentation doesn't exist for the affected feature | Microsoft documentation exists for the affected feature and explains its expected behavior |
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### Example app bugs
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The following examples show app bugs and how to describe them in a service request. You can add steps to the request that reproduce the bug.
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#### Canvas app doesn't show invoices
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1. Sign in to your canvas app, such as Contoso.
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1. Home screen opens, select _My Invoices_.
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1.The invoice screen opens and the list of invoices are displayed.
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- Expected behavior: Invoices created by the user are displayed.
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- Actual behavior: No invoices are shown.
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1.On your Home screen, select **My Invoices**.
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1.On **My Invoices**, you see the list of invoices displayed.
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- Expected behavior: Invoices created by the user are displayed.
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- Actual behavior: No invoices are shown.
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#### Model-driven app doesn't show invoices
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1. Log into Contoso app in a particular environment.
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1. Dashboard page opens. Click Invoices on the site map.
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1. Invoice page appears, with the view set to _My active invoices_. The list of invoices are displayed.
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- Expected behavior: Invoices created by the user are displayed.
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- Actual behavior: No invoices are shown.
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These describe app bugs. The features, user interface, and tables are specific to the app and organization. For example, invoice isn't a built-in table in Power Apps. There isn't a specialized feature in canvas apps for filtering records by a certain user; the app maker has to write Power Fx expressions or configure data connectors. Similarly, the maker has to configure Views in model-driven apps to display desired records.
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1. Sign in to the Contoso app in a particular environment.
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1. On the **Dashboard** page, select **Invoices** on the site map.
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1. On the **Invoices** page, set the view to **My active invoices**. The list of invoices are displayed.
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- Expected behavior: Invoices created by the user are displayed.
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- Actual behavior: No invoices are shown.
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There isn't sufficient information in either bug reports to determine if there's a Power Apps issue. The creators of the app are best-suited to investigate app issues.
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Bugs can have great variance because features, user interfaces, and tables are specific to an app and organization, making the cause of bugs different for everyone. For example, **invoice** isn't a built-in table in Power Apps. There isn't a specialized feature in canvas apps for filtering records by a certain user, therefore the app maker must write Power Fx expressions or configure data connectors. Similarly, the maker must configure **Views** in model-driven apps to display desired records.
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Suppose the creators investigate and believe the cause to be a Power Apps bug. They might then report them as follows.
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There isn't sufficient information in either of the service request examples to determine if there's a Power Apps issue. The creators of the app are best suited to investigate app issues.
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### Example Power Apps bugs
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#### Canvas app Filter function returns no results when filter text contains asterisk character
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1. A minimal repro app is attached to demonstrate the issue. Open it.
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1. This app contains a simple collection, `TestTable` with data `[{Name: "a"}, {Name: "*b"}]`.
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1. There are 2 **[Table](./controls/modern-controls/modern-control-table.md)** controls in the app. Both controls are configured to show the Name column.
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1. Table1 has **Items** set to `Filter(TestTable, Name="a")`.
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1. Table2 has **Items** set to `Filter(TestTable, Name="*b")`.
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- Expected behavior: Table1 shows the record `{Name: "a"}`, because it matches the **Filter** function's condition `Name="a"`. Table2 shows the record `{Name: "*b"}`, because it matches the **Filter** function's condition `Name="*b"`.
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- Actual behavior: Table1 shows expected record but Table2 doesn't show any records.
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- Notes: Same behavior is observed with other dataset controls like Gallery, when **Items** are set to the same expressions.
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#### Model-driven app View returns no results when filter condition contains asterisk character
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1. Create a View for any table.
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1. Remove all filters for the View.
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1. Add a filter for the primary column, matching text starting with _*b_.
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1. Add this view and the table to any model-driven app.
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1. Save and publish all changes.
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1. Run the app.
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2. Add a few records with different values for the primary column. Ensure one starts with _*b_.
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3. Go to that table's page.
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4. Change to the newly created view.
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- Expected behavior: Grid shows records with primary column values that starts with _*b_.
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- Actual behavior: No records shown.
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- Notes: When the filter condition doesn't use an asterisk, like _b_, the filter works as expected.
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These describe issues with specific Power Apps features: the **[Filter](/power-platform/power-fx/reference/function-filter-lookup)** function for the canvas app and [View filters](../model-driven-apps/create-edit-view-filters.md) for the model-driven app. They provide enough information for anybody to reproduce the issue easily. They mention investigative actions to isolate the issue.
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If you suspect a Power Apps bug, here are other tips on writing a good bug report so that Microsoft can assist you more effectively.
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## What makes a good Power Apps bug report
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A good bug report frames an issue as a Power Apps bug, not an app bug. Follow these guidelines, where applicable, to help others understand and resolve the issue quickly.
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If app creators investigate and find what they classify as a Power Apps bug, they might report them similar to the following examples.
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1.**Canvas app Filter function returns no results when filter text contains asterisk character**
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1. A minimal repro app is attached to demonstrate the issue.
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1. This app contains a simple collection: `TestTable` with data `[{Name: "a"}, {Name: "*b"}]`.
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1. There are two **[Table](./controls/modern-controls/modern-control-table.md)** controls in the app. Both controls are configured to show the **Name** column.
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1.**Table1** has **Items** set to `Filter(TestTable, Name="a")`.
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1.**Table2** has **Items** set to `Filter(TestTable, Name="*b")`.
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- Expected behavior: **Table1** shows the record `{Name: "a"}`, matching the **Filter** function's condition `Name="a"`. **Table2** shows the record `{Name: "*b"}`, matching the **Filter** function's condition `Name="*b"`.
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- Actual behavior: **Table1** shows expected record but **Table2** doesn't show any records.
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- Notes: Same behavior is observed with other dataset controls like **Gallery**, when **Items** are set to the same expressions.
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1.**Model-driven app View returns no results when filter condition contains asterisk character**
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Steps to reproduce the bug:
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1. Create a **View** for any table.
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1. Remove all filters for the view.
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1. Add a filter for the primary column, matching text starts with _*b_.
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1. Add this view and the table to any model-driven app.
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1. Save and publish all changes.
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1. Run the app.
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1. Add a few records with different values for the primary column. Ensure one column starts with _*b_.
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1. Go to the table's page.
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1. Change the view to the newly created view.
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- Expected behavior: Grid shows records with primary column values that start with _*b_.
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- Actual behavior: No records shown.
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- Notes: When the filter condition doesn't use an asterisk, like _b_, the filter works as expected.
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These PowerApps bugs describe issues with specific Power Apps features: the **[Filter](/power-platform/power-fx/reference/function-filter-lookup)** function for the canvas app and [View filters](../model-driven-apps/create-edit-view-filters.md) for the model-driven app. A good service request provides enough information for anybody to reproduce the issue easily. The author mentions investigative actions to isolate the issue.
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## What makes a good Power Apps service request
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A good service request frames an issue as a Power Apps bug, not an app bug. Follow these guidelines, where applicable, to help Microsoft understand and resolve the issue quickly.
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### Have a descriptive title
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The title should mention
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1. a specific Power Apps feature,
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1. the unexpected behavior,
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1. and the conditions that cause it to happen.
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The title should mention:
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1. A specific Power Apps feature
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1. The unexpected behavior
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1. The conditions that cause the bug to happen
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Example of a bad title: "Gallery control is blank"
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For issues with running an app, provide a [minimal repro app](/troubleshoot/power-platform/power-apps/create-and-use-apps/minimal-canvas-app-repro) for canvas apps, or a [vanilla repro solution](/troubleshoot/power-platform/power-apps/create-and-use-apps/vanilla-model-driven-app-repro) for model-driven apps.
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The most important goal is that **anyone should be able to reproduce the issue on their own device**. With a minimal or vanilla repro app, you show that it's a Power Apps bug instead of an app bug. Microsoft can resolve it swiftly. Without these repro apps, resolution may be delayed or the bug report may not be accepted.
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> [!IMPORTANT]
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> The goal of a good service request is to include enough information so that anyone can reproduce the issue on their own device.
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>
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> If you can show that the bug is a Power Apps bug instead of an app bug, with a minimal or vanilla repro app, Microsoft can resolve it swiftly. Without these repro apps, the resolution might be delayed or the service request might not be accepted.
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#### Exceptions
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A minimal or vanilla repro app isn't always feasible or needed for these issues:
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- Getting and saving data from a specific data source
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- Issues with specific users like permissions
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- Data access and saves from a specific data source
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- Specific user data, such as user permissions
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- Licensing
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- Offline operation
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- General server issues
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Regardless, you should simplify your app as much as possible and [isolate the issue for canvas](/troubleshoot/power-platform/power-apps/create-and-use-apps/isolate-canvas-app-issues) or [model-driven apps](/troubleshoot/power-platform/power-apps/create-and-use-apps/isolate-model-app-issues).
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Regardless, simplify your app as much as possible and [isolate the issue for canvas](/troubleshoot/power-platform/power-apps/create-and-use-apps/isolate-canvas-app-issues) or [model-driven apps](/troubleshoot/power-platform/power-apps/create-and-use-apps/isolate-model-app-issues).
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### Attach a network trace
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For data and server issues, examining network communications between the client and server helps [isolate the problematic layer](/troubleshoot/power-platform/power-apps/create-and-use-apps/isolate-common-issues). A record of network calls is known as a network trace.
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You can either use [Monitor](../monitor-overview.md) or [browser development tools](/azure/azure-web-pubsub/howto-troubleshoot-network-trace#collect-a-network-trace-in-the-browser-browser-based-apps-only) to record a network trace.
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Be sure to start recording just before reproducing the issue and end it right after. This minimizes irrelevant information in the trace.
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Be sure to start recording just before reproducing the issue and end the recording right after you successfully reproduced it. This brief video minimizes irrelevant information in the trace that might cause delays.
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### Provide detailed steps to reproduce the issue
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If you've created a minimal or vanilla repro app, describe how to reproduce the issue in that app. Don't describe the app where you originally found the problem.
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If you created a minimal or vanilla repro app, describe *how to reproduce the issue* in that app. Don't describe the app itself where you originally found the problem.
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Mention the observed behavior and the expected behavior.
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#### Provide screenshots or videos
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For user interface issues, a screenshot or video can better clarify the steps to reproduce than a written description.
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For user interface issues, screenshots or video can more quickly clarify the steps to reproduce the bug, rather than a written description.
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#### Link to official documentation
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Links to Microsoft documentation clarify the affected feature and its expected behavior.
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Include links to Microsoft documentation to clarify the affected feature and its expected behavior.
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For issues with professional development features, provide a link to the documentation for the API function that's not working.
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For issues with professional development features, provide a link to the documentation for the API function that doesn't work.
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### Simplify code samples
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If the issue involves coding and other professional development features, simplify the code first. Usually, just a few lines of code are needed to demonstrate a Power Apps bug. Deploy it in a fresh environment with no other customizations. Verify the issue occurs and attach a snippet of the problematic code.
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If the issue involves coding and other professional development features, simplify the code first. Usually, just a few lines of code are needed to demonstrate a Power Apps bug. Deploy the app in a fresh environment with no other customizations. Verify the issue occurs and attach a snippet of the problematic code.
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Some professional development features you might include:
-[Custom form scripts](../../developer/model-driven-apps/client-scripting.md) in model-driven apps
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-[Power Fx or JavaScript commands](../model-driven-apps/command-designer-overview.md) in model-driven apps
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-[Web resources in model-driven apps](../../developer/model-driven-apps/web-resources.md)
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Mention specific configuration steps so that others can reproduce the issue on their own environment.
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Mention specific configuration steps so that others can reproduce the issue in their own environment.
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### Provide system info
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An issue might happen only on a specific version of Power Apps, browser, or environment. Provide the [session ID](/power-apps/maker/canvas-apps/get-sessionid) so that Microsoft can get these details.
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An issue might happen only on a specific version of Power Apps, a browser, or an environment. Provide the [session ID](/power-apps/maker/canvas-apps/get-sessionid) so that Microsoft can use these details.
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### Add notes from your investigation
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You might have tried different configurations to eliminate possible causes. Mention these in the bug report. This helps others understand the issue better and avoid repeating the same steps.
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## Submitting a Power Apps bug
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You might try different configurations to eliminate possible causes. Mention these configurations in the service request. This inclusion helps others understand the issue better and avoid repeating the same steps.
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Before reporting a bug, [check if it's a known issue](/power-platform/admin/view-known-issues). If not, you can [create a support request](/power-platform/admin/get-help-support) to report it.
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## Submitting a Power Apps service request
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Before submitting a service request, [check if the bug is a known issue](/power-platform/admin/view-known-issues). If the bug isn't already known, you can [create a support request](/power-platform/admin/get-help-support) to report the bug.
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