Found a bug, or thought of something better?
Both go to the same place — support@quppro.com, read by the person who wrote the application. The templates below are the questions that would otherwise take three emails to ask. The third one is for the explaining rather than the software: if you got stuck and there was no video for it, that is worth telling us too.
Templates to copy
Report a bug
The three questions that matter are what you did, what you expected, and what happened instead. Everything else is a bonus.
Screenshots help enormously — attach them to the email. Drag the image straight into the message. To take one:
- macOS — Shift+⌘+4, then drag a box. It lands on your Desktop.
- Windows — Win+Shift+S, drag a box, then paste it into the email.
A photo taken with a phone is perfectly fine too, and a short video of the thing going wrong is better than either.
What I did, step by step, starting from opening the app: 1. 2. 3. What I expected to happen: What actually happened instead: Can I make it happen again? (always / sometimes / it happened once) Did it happen during a show? (yes / no) Queue Up version: (Settings > Licence, at the bottom) Operating system: (e.g. macOS 14.5, or Windows 11 23H2) Remote or keypad, if involved: Audio device / interface: Screenshots: attached to this email
The button opens your mail app with this already filled in. If nothing happens — webmail in a browser often does not respond to it — use Copy the template and paste it into a new message instead.
Suggest an improvement
Describe the problem you are trying to solve rather than the feature you have in mind — the solution is often something simpler than either of us first thought.
Most of what is in the application arrived this way, from somebody describing a night that did not go smoothly. Small things count: a keyboard shortcut that is missing, a color that is hard to read from the wings, a step that takes three clicks and should take one.
What I am trying to do: How I do it at the moment, or why I cannot: How often this comes up: Where in the app I imagine it living, if I have a view: Anything else — a picture, or how another product handles it:
The button opens your mail app with this already filled in. If nothing happens — webmail in a browser often does not respond to it — use Copy the template and paste it into a new message instead.
Ask for a video
If you got stuck on something and there is no video for it, that is the most useful thing you can tell us — a subject somebody had to ask about is a subject that needed explaining.
The list of videos is built from what people write in about rather than from what seems worth filming, so this genuinely decides what gets made next. It is worth saying where you gave up as well as what you were doing: the moment somebody stops is usually a different moment from the one that looks difficult on paper.
Not every request becomes a video. Some are better as a paragraph in a written guide, and if that is the answer you will get a link to the paragraph.
What I was trying to do: Where I got stuck, or what I could not work out: What I tried first: Would reading it have done, or does this need showing? My setup, if it matters: Operating system: Remote or keypad: The kind of show I run:
The button opens your mail app with this already filled in. If nothing happens — webmail in a browser often does not respond to it — use Copy the template and paste it into a new message instead.
What makes a bug fixable
The difference between a report that gets fixed this month and one that sits open for a year is almost always the same thing: can it be made to happen again on someone else’s machine? Everything in the template is aimed at that.
- Steps, from a cold start. Begin at “open the app”, not at the moment it went wrong. The step that causes it is usually the one that seemed too obvious to write down.
- What you expected. Sometimes the software is behaving as designed and the design is the bug. That is still worth knowing.
- How often. “Every time” and “once, and I have never seen it since” are different problems and get looked at differently.
- Your version and your operating system. The version is at the bottom of Settings ▸ License, reading Queue Up 1.x.x · released …. Half of all reports are already fixed in a later build, and this is how that gets spotted in one reply instead of five.
- Say if it happened during a show. That moves it to the top of the pile.
What happens after you send it
You get a reply — usually the same day, though there is no guaranteed response time and none should be assumed. Then, honestly:
- Fixes ship in the next release, not as a patch to the version you have. Anything that can lose a show jumps the queue; anything cosmetic waits its turn, and you will be told which yours is.
- No promise is made that a particular bug will be fixed, or fixed by a particular date. If it is one you cannot live with, the refund policy is deliberately generous.
- Suggestions are not promised either, and most arrive in some other shape than they were asked for. You will hear what was decided and why — including when the answer is no, which is a real answer and better than silence.
Before you write, two quick checks
Neither is a brush-off — they are the two answers most likely to solve it faster than an email round trip.
- Are you on the current version? Compare the version in Settings ▸ License against the one on the download page.
- Is it in the FAQ? Remotes that send nothing, volume keys that cannot be captured, and protected files that will not play are all answered there, and all three look like bugs.
A note on what you send
Screenshots of a show machine tend to contain more than you think — file paths, track names, the name of a venue or an act. Send whatever helps, but crop anything you would rather not share; it is your call, not ours. What you do send is kept only for as long as it takes to deal with, is never used to train AI models, and is covered by the privacy notice.