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How do I report a potential issue or bug in the software?

If you think you've spotted a problem or issue in our room booking and resource scheduling software, we'd really appreciate hearing about! That way we can investigate and go on to address and resolve it.

If you believe you've identified a potential security vulnerability in our software, we would appreciate a responsible disclosure directly to our security team who will promptly investigate your report. To contact our security team, please visit our dedicated Security Center.

To report a general non-security related potential issue in our software, please instead contact our support team.

However, before reporting a potential new issue in our software, we ask that you first please check the following:

  1. You are using the latest version (and build) of MIDAS. If you have a cloud-hosted MIDAS system, you will always be running the most up-to-date version. If you run a self-hosted MIDAS system, you can check for updates via MIDAS Admin Options → Manage MIDAS → Update.
  2. Your web browser is supported and up-to-date.
  3. You've cleared your browser's cache/temporary internet files and the issue persists.
  4. You've disabled any browser addons/extensions which may be interfering with the correct display and function of your MIDAS scheduling system, and the issue persists.

What details should I include in my report?

The more information you can provide us with, the faster we can investigate, replicate, and resolve any potential issue. It helps us greatly if you're able to confirm whether you're also able to replicate your issue, where applicable, in our online demo.

Providing our team with a screenshot illustrating your issue for example, as well as outlining the specific steps in order to reproduce your issue will allow us to gain a better and faster understanding of your problem.

How long will it take for my reported issue to be investigated and resolved?

Our team investigate each and every report we receive in a timely manner.

Potential security-related reports take the highest priority and are typically investigated within a few hours of receipt. If a security issue is confirmed, we will typically release an update for MIDAS the same day.

Non-security related issues are investigated soon after being reported. In cases where a reported issue is acknowledged and confirmed by our team, our team will then work to resolve the issue. Depending upon the severity and likelihood of being encountered, this may result in an interim update being made available to address the issue.

If the severity or likelihood of occurrence of an issue is considered low, then an interim fix may not be released. Instead, the issue will be addressed for the next significant update (generally, we release these 3-4 times a year).

I've found a bug in an older version of MIDAS - should I report it and will it still be fixed?

We welcome and appreciate all bug reports from our users here at MIDAS HQ. Each report we receive is investigated and categorized according to its severity and likelihood of occurring.

Generally speaking, bugs found in earlier versions of MIDAS won't be fixed in those now obsolete versions, but will instead be addressed in current/future versions if it also affects those.

For this reason, it's strongly advisable to have an active subscription for your MIDAS system. An active subscription ensures that you'll always be able to update to the latest version and obtain the latest fixes and security updates.

Whilst we generally don't provide updates to older versions of MIDAS, the may on rare occasions make an exception. The only exception would be if a new issue is deemed serious and severe enough in our view to warrant producing an emergency update to one or more older versions of our software. In these instances, even if you don't have an active subscription, you may still be entitled to the emergency update.

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MIDAS » KB » Support » Article 00015

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