How can I report bugs/issues I'm encountering on BrainUs?
Found a bug? Thank you for helping us improve BrainUs! Here's how to report issues so we can fix them quickly.
How to Report a Bug
Email Support:
- Send to: crew@brainus.lk
- Subject: "Bug Report: [Brief Description]"
- Include details below
- Attach screenshots if possible
What to Include in Your Report:
- What Happened: Describe the problem clearly
- What Should Happen: Expected behavior
- Steps to Reproduce: How to make it happen again
- Screenshots: Visual proof helps a lot!
- Device Info: Browser, OS, device type
- When: Date and time it occurred
- Impact: Is it blocking you completely or just annoying?
Good Bug Report Example
Great Example:
Subject: Bug Report: Quiz score not saving
What Happened: I completed a Grade 10 Mathematics quiz and got 8/10, but when I checked my progress, it shows 0/10 and no XP was awarded.
Expected: Score should be saved and XP should be added to my account.
Steps to Reproduce:
- Go to Mathematics > Algebra
- Start "Linear Equations" quiz
- Complete all 10 questions
- Click Submit
- See results page showing 8/10
- Go to Progress page
- Quiz shows as 0/10
Screenshots: [Attached: results page and progress page]
Device Info:
- Browser: Chrome 120
- OS: Windows 11
- Device: Desktop PC
- Time: 2024-01-15, 3:45 PM
Impact: High - I'm losing all my progress and XP
Why This is Good:
- Specific and detailed
- Clear steps to reproduce
- Screenshots provided
- Technical details included
- Impact explained
Common Bug Categories
Technical Issues:
- Page won't load
- Features not working
- Crashes or freezes
- Slow performance
- Login problems
Content Issues:
- Wrong answers marked correct
- Correct answers marked wrong
- Typos in questions
- Missing images
- Broken links
Progress & Data Issues:
- XP not awarded
- Streaks breaking incorrectly
- Stats not updating
- Progress lost
- Achievements not unlocking
Visual/Display Issues:
- Layout broken
- Text overlapping
- Images not showing
- Wrong colors
- Mobile display problems
Account Issues:
- Can't log in
- Settings not saving
- Profile not updating
- Notification problems
- Privacy settings not working
Critical Bugs (Report Immediately!)
High Priority Issues:
- Cannot access your account
- Payment charged twice
- Data loss or corruption
- Security vulnerabilities
- Answers leaked or visible before submission
- Exam content unavailable during important dates
For Critical Issues:
- Email: crew@brainus.lk
- Subject: "URGENT BUG: [Issue]"
- We'll respond within 4 hours
- May provide temporary workaround
Getting Technical Information
Finding Browser Info:
Chrome:
- Click three dots (⋮) > Help > About Chrome
- Copy version number
Firefox:
- Click three lines (☰) > Help > About Firefox
- Copy version number
Safari:
- Safari menu > About Safari
- Copy version number
Finding OS Info:
Windows:
- Press Windows + I > System > About
Mac:
- Apple menu > About This Mac
Mobile:
- Settings > About Phone/Device
Taking Good Screenshots
What to Capture:
- The entire problem area
- Error messages (full text)
- URL in address bar
- Relevant page sections
Tools:
- Windows: Windows + Shift + S
- Mac: Command + Shift + 4
- Mobile: Power + Volume Down
Pro Tip: Take multiple screenshots showing the whole flow
Browser Console Errors
For Technical Users:
Help us debug faster by including console errors:
- Press F12 (or right-click > Inspect)
- Click "Console" tab
- Look for red error messages
- Screenshot or copy text
- Include in bug report
Not Technical? No worries! Just describe what you see.
Can't Reproduce the Bug?
Intermittent Issues:
- Note when it happens (time of day, specific actions)
- How often (every time, sometimes, rarely)
- Any patterns you notice
- Still report it! We can investigate
What Happens After You Report
Our Bug Fix Process:
-
Received (immediate)
- Auto-reply confirmation
- Ticket number assigned
-
Reviewed (within 24 hours)
- Team evaluates severity
- Attempts to reproduce
- May request more info
-
Prioritized (within 48 hours)
- Critical: Fix immediately
- High: Fix this week
- Medium: Fix this sprint
- Low: Fix when possible
-
Fixed (varies by severity)
- Update deployed
- You receive notification
- Request testing confirmation
-
Verified (after fix)
- We test the fix
- May ask you to verify
- Close ticket
Bug Report Status Updates
We'll Keep You Informed:
- Confirmation email immediately
- Status update within 2 days
- Notification when fixed
- Request for verification
Check Your Report Status:
- Email reference number: #BUG-XXXXX
- Reply to our emails for updates
- Check your spam folder!
Bug Bounty Program
Coming Soon:
For security vulnerabilities:
- Responsible disclosure process
- Recognition for findings
- Rewards for critical bugs
- Hall of Fame for contributors
Security Issues:
- Email: privacy@brainus.lk
- Do NOT post publicly
- Give us time to fix before disclosure
Known Issues
Current Known Bugs: We'll maintain a list here of issues we're working on:
- [Check our status page for current known issues]
If your bug is listed, we're already working on it!
Workarounds
Temporary Fixes While We Work:
Issue: Quiz not loading
- Workaround: Clear cache and reload
- Workaround: Try incognito mode
Issue: Streak not updating
- Workaround: Wait 5 minutes and refresh
- Workaround: Log out and back in
We'll provide workarounds when possible!
Not a Bug, It's a Feature!
Sometimes What Looks Like a Bug Isn't:
- Streak freeze system (intentional protection)
- XP caps per day (prevents abuse)
- Rate limiting (prevents spam)
- Content locks (gradual unlocking system)
We'll explain if it's intentional behavior!
Feature Requests vs Bug Reports
Bug: Something is broken or not working as intended Feature Request: Something new you want added
Bug Example:
- "The submit button doesn't work" ❌ BUG
Feature Example:
- "I wish there was a dark mode" ✨ FEATURE
For features, see: Submit a Feature Request
Reporting Multiple Bugs
Found Several Issues?
- Submit separate reports for each
- Helps us track and fix individually
- Easier to manage and prioritize
Or:
- List all in one email if they're related
- Number them clearly (1, 2, 3...)
Platform-Specific Bugs
Web App Issues:
- Include browser and version
- Try different browsers
- Disable extensions
- Clear cache
Mobile Web Issues:
- Include device model
- Note if on WiFi or mobile data
- Try desktop site mode
App Issues (when released):
- Include app version
- Try uninstalling/reinstalling
- Check for updates
Privacy in Bug Reports
We Keep Your Reports Confidential:
- Not shared publicly
- Only seen by development team
- Personal data removed from examples
If Sharing Screenshots:
- Blur personal information
- Hide sensitive data
- Obscure crewmate names if needed
Beta Testing
Want to Find Bugs Early?
Join our beta testing program:
- Test features before release
- Help us catch bugs early
- Direct feedback channel
- Recognition as contributor
- Free Premium trial!
Email crew@brainus.lk: "Beta Tester Application"
Community Bug Reporting
Coming Soon:
- Community bug tracker
- Vote on bug priority
- See what's being fixed
- Track progress
- Public roadmap
Contributing Beyond Bug Reports
Help Us Further:
- Suggest solutions if you're technical
- Provide detailed reproduction steps
- Test our fixes
- Spread the word about updates
Appreciation for Bug Reporters
We Value Your Help:
- Special "Bug Hunter" badge
- Recognition in release notes
- Contributor status
- Priority support
Top bug reporters might get:
- Free Premium subscription
- Early access to features
- Direct line to dev team
Response Time Expectations
Bug Severity Response Times:
Critical (Site down, data loss, security):
- Acknowledged: 1 hour
- Fix deployed: 4-24 hours
High (Major features broken):
- Acknowledged: 4 hours
- Fix deployed: 1-3 days
Medium (Annoying but not blocking):
- Acknowledged: 24 hours
- Fix deployed: 1-2 weeks
Low (Minor cosmetic issues):
- Acknowledged: 48 hours
- Fix deployed: Next update cycle
Following Up
If You Don't Hear Back:
- Check spam folder
- Wait 48 hours for initial response
- Reply to your original email
- Reference your ticket number
If Issue Persists After "Fix":
- Reply to the fix notification
- Provide updated details
- We'll reopen and investigate
Help Us Help You
Best Practices:
- Be patient (we're a small team!)
- Be detailed (more info = faster fix)
- Be kind (we're trying our best!)
- Follow up if needed
Thank You! 🐛➡️✨
Every bug report makes BrainUs better for all students!
Quick Recap:
- Email: crew@brainus.lk
- Subject: "Bug Report: [Issue]"
- Include: What happened, steps, screenshots, device info
- We respond within 24-48 hours
Your bug reports help thousands of Sri Lankan students learn better. Thank you for taking the time to report issues!