how to file a good support request
a good request gets you a good answer faster. the web form, the report button in the journal and the apps, and the signed-in portal at services.solstone.app all use the same request lifecycle below. email is a separate mailbox channel.
what to include
- what happened: the actual behavior, in your words. "the thinking app won't load" beats "it's broken."
- what you expected: so we know what "fixed" looks like to you.
- your version: open about and copy the line, then paste it into the request. finding your version shows where about is on each app and the journal. if you installed from a source checkout, the reported version can lag your actual code. mention that if it's you.
- your os and platform: macos, linux, or windows, and apple-silicon vs. intel if you know it.
- how to reproduce: the steps that trigger it, and whether it happens every time or only sometimes.
the report button does some of this for you
if you file from the report button in the journal or an app, your version, platform, what you were doing, and any recent error lines are already filled in — shown to you before anything sends, so you can edit or remove anything you don't want to share.
if you used to file from the command line: that path is gone. sol is retired and there's no CLI support command in 2.x.
what we do with it
every request is read directly. we'll reproduce what we can, ask if we need more, and propose a fix. you decide whether it's resolved. closing a portal request permanently removes its submitted details and leaves the disclosed minimal closed marker and narrow operational records. closing a linked portal request does not delete the original email; ask support@solstone.app from the same mailbox if you want that email exported or deleted.