For a few years, we've used a service called BugSplat to record crashes of our software under Windows and upload them to us. BugSplat has helped us dramatically reduce the number of bugs in our software, and we'd like to make it clear how users can benefit from it more directly.
There's an expectation from users that bug reports are ignored (we get them all the time on desktop apps from much bigger companies than us) and that they're going to have to put up with marketing emails if we share contact information. This is absolutely not true at Carbide 3D.
We look at every crash report we receive from BugSplat but the easy bugs are gone now. Most of what remains is computer-dependent, so we might not be able to duplicate the crash without additional information. If you send in a bug report through BugSplat, please include your email address so we can contact you if we need more information.
Any contact information you include remains only in the bug report; it's not moved into any other contact or marketing list.
In many cases, the crash reports show that something else on the system failed than our software, usually the video driver. When we see this, we try to reach out and let the user know that they should look for an updated driver for their computer. We cannot help without having contact information in the bug report.
In other cases, users are running an older build and a particular bug has already been fixed. If there's contact information in the report, we try to reach out to let them know what build they can move to to get the fix.
The bottom line is that BugSplat continues to be a huge win, and we appreciate all of the bug reports we get. We can often do more to help you if you include contact information in the bug report.