I'm now looking at a number of my feedback cases that have been provided with exact steps, video captures, and even projects that are marked a "Closed, can't reproduce." This is very frustrating since I am seeing it on multiple platforms, multiple systems, and multiple versions of the same OSes. Add to that the fact that I can't even track or add to an existing report in Feedback on Linux, and my frustration climbs to "One Bourbon, One Scotch, One Beer" level (that's a John Lee Hooker Blues song reference for the youngsters out there - ).
For my engineering team, such as response is not an option. If the customer is seeing it (especially a customer with a long history with our products), the problem must exist. Regardless of it being a customer system issue or a TOLIS Group code/implementation issue, simply blowing it off as non-reproducible is unacceptable. If we can't duplicate it, or determine the probable code responsible from the report and logs, we set up remote sessions into the user's system and run remote gdb, ptb, or Xojo Remote Debugger sessions to validate or solve the issue.
Blowing the report off as "well, we don't see that, so you're just SOL" is not the proper way to support a customer. Many times I've offered remote access to the Xojo team to look at things that they can't duplicate, but not once have I received a response to such an offer.