Guidelines for your support questions

by - May 11th, 2015

We are extremely grateful to our users for their help enhancing our products. Each feedback or bug report ticket obviously helps us correct problems and enhance the application but, more importantly, through your feedback you are constantly keeping us on tracks to make it simpler, more pertinent and more powerful. So please, do not hesitate to contact us.

You need to help us help you, however, and to avoid wasting time going back and forth, trying to isolate the core information, this document lists the most frequent things we ask in return to our users’ messages. It has proved very useful and we will keep updating it.

  • FAQ and Tutorials are really helpful
    • Please read Help>Frequently Asked Questions before asking yours: The FAQ inside OutWit Hub and Email Sourcer are not just a general overview for beginners, they are actually an extremely useful list of tips with precise information, otherwise scattered across the Help.
    • The tutorials built in OutWit Hub and Email Sourcer (Help>Tutorials) are also very useful and short. They take a few minutes each and they cover all the main functions.
  • If you are using a current license or the free version,
    please make sure that you have the latest update.
  • No screenshots of scrapers or macros.
    • do not send us screenshots of your scrapers or macros. We do not have time to retype them. Instead, please Export them and attach the XML files (EVERYTHING we need to reproduce: macro, scraper, list of URLs…).
  • When you attach screenshots, send .jpg or .png files
    of your whole screen.
    • do not include them into MS Word files or other applications,
    • do not use screencast (unless you really need to send us videos),
    • do not take partial screenshots. Do not just send a dialog or a section of the screen. We know our dialogs, what is really interesting is the state of the application when it happened,
    • when possible, open the log panel when you take the screenshot, for us to see the list of actions that led there,
  • Create ONE support ticket per issue.
    • do not reply to our answers by creating a new ticket but add a comment to the same ticket,
    • if the issue was solved, please do not add: “Thank you. Oh, by the way, I would also like to know how to…” The ticket content should correspond to its title.
  • Keep your descriptions & questions short and precise.
    • do not write long blocks of text with complex descriptions of general processes,
    • determine where your issue resides and focus on this part:
          - Here is WHAT I DO.
        - Here is WHAT I GET.
        - Here is WHAT I WOULD LIKE INSTEAD.

    • make sure you include the relevant URL(s),
    • include a specific and streamlined test case that we can reproduce in a few clicks, with EVERYTHING we need to reproduce it: macro, scraper, list of URLs…
    • do not hesitate to add screenshots, if necessary (but NOT of your scrapers or macros).
  • Subject and Version are required fields.
    • make sure the title of your ticket is meaningful. Don’t call your ticket “outwit hub” or “I have a question” or “Could you help me?”. If we search for it in the future to add a comment and if the title doesn’t give the topic of your question, we may never find it.
    • provide the full and precise version number that you are using. Do not enter “current”, “the latest”, “N/A”, “Yes”, “I don’t know”…
    • if your problem comes after an update, please specify what precise version you had before the update and what version you updated to.

Support is done by the developers themselves: they need to know your needs to make the application a better tool. Unfortunately their time is limited so, please do not write very long descriptions of processes or expect them to analyze the structure of a website. If this is what you need, read how we can create custom scrapers for you here.

If you are getting a message when installing the standalone version on Mac OS X – Yosemite

by - February 11th, 2015

You may be installing a build of our program that was signed for a previous OS X version. In this case, once downloaded, double-click on the .dmg file, drag the program to your applications folder. In order to run it, simply ctrl-click on the OutWit application icon and choose open in the contextual menu, then click on open once again.

Updating between general updates

by - November 4th, 2014

Remember that although we put general updates online every 6 to 8 weeks, we upload the latest builds for download much more frequently (usually several times a month). You can always get this update by downloading and opening the OutWit Hub add-on either with Firefox or with the standalone version of OutWit Hub 4.x:
https://www.outwit.com/products/hub/license.php?version=firefox
Do not change the menu. Simply click on “I accept.”

In either case, it will update the program to its latest version. (Note that downgrading also works with Firefox but not with the standalone version. Opening the xpi file with OutWit Hub Standalone only works if the version you are opening is greater than your current version.)

OutWit Kernel 4.1 and Enterprise Edition

by - October 9th, 2014

Version 4.1 of OutWit Kernel is available and brings a large number of enhancements, as well as the official release of OutWit Hub Enterprise. Don’t miss it.

Pre-Release of OutWit Hub Enterprise Edition

by - August 16th, 2014

We have been receiving daily requests since we announced the pre-release of the Enterprise edition in this blog. We have now included it in the product page. (A link to place your order is provided in the page.)

Until the official release (around the end of September), if you own a license for OutWit Hub Pro, you can use this 40% discount coupon to upgrade to the Enterprise Edition: V30UPGFPU007 (It will only work if you purchase using the email address that you used when you bought OutWit Hub Pro.) After the summer, the rate will be reduced but there will still be a discount to upgrade. If you do not own OutWit Hub Pro and wish to purchase OutWit Hub Enterprise directly, you can use this 25% discount coupon in the order form during the summer: ENT-K30TTB

The main new features are documented in the Help pages of OutWit Hub 4.0. They are highlighted in yellow.

Important Update to v4.0.7.56+

by - August 2nd, 2014

We have fixed a bug present in versions 4.0.7.12 to 4.0.7.55 which could cause problems when trying to edit macros on some systems. These versions were not general updates but some of you may have downloaded one of them. If you are in this case, you should get version 4.0.7.56+. Simply click on the following link from the OutWit Hub browser (standalone version or Firefox add-on), do not change the menu and click on “I accept”:
https://www.outwit.com/products/hub/license.php?version=firefox
Sorry for this.

OutWit Hub Enterprise Edition Is Coming

by - July 21st, 2014

We are getting close to the release of OutWit Hub Enterprise edition.
OutWit Kernel v.4.0.7 is preparing the path. For all our users, version 4.0.7 is an interesting update, fixing a few issues, simplifying fast scraping and optimizing performances.

The upcoming Enterprise edition is going to allow those of you who use OutWit Hub for intensive extraction workflows, to improve processes dramatically. Here are some of the additional features this new version brings to the Hub:

  • Functions like “Fast-Scrape Current Website”, “Fast-Scrape Domains Of Selected Links” or “Fast Scraping + Dig + Browse” can multiply the speed of your extractions of static pages by a factor of 10 or 20.
  • For those who have dozens of scrapers and macros, the new projects view allows you to organize your automators.
  • A long list of directives and functions have been added to make your scrapers much more powerful, including #download# to download files directly from the scraper, #default# to assign default values to fields, #sendToQueries# to automatically grab URLs to be used in other macros, ! and ? to make fields required or optional, etc.
  • Each total/concatenation function #FIRST#, #AVERAGE#, #CONCAT#…, is now applicable either to the whole page or per record and these functions can now be used within other functions.
  • System commands can now be included in OutWit jobs.
  • OutWit Jobs can be run from a command line and added to system scripts.
  • You can snif and intercept POST queries from within OutWit Hub and even make replacements in outgoing queries.
  • All frames of the page source can now be processed by a scraper.
  • and much more.

We have an even longer list of very powerful functions that will be added in the coming updates.
All these are pretty advanced features, only useful to you if you use OutWit Hub for high-volume extractions or tricky cases, but if you do use our application a lot, I would definitely advise you to upgrade. The program will be officially released in September, however, for those who cannot wait, the pre-release version is available during the summer, with a 25% discount. Ask us for the coupon and the link to purchase here. (4.0.7 is a release version, not a beta-test version, but several fine-tuning and optimization updates will be made before September.)

OutWit Kernel 4.0.6 and FF27

by - March 13th, 2014

Version 4.0.6 of the OutWit Kernel is (finally) solving all issues experienced by Macintosh and Linux users with Firefox 27. This update required considerable refactoring of our code but we believe it was important to keep both the standalone and the add-on version available on all platforms. With the ability to save and transfer all your automators from a version to another, this flexibility is the assurance that, whatever your system requirements and evolution, you’ll be able to keep your workflow going.
This version was tested in depth and in multiple contexts but, as it brings many modifications in the code, don’t hesitate to notify us of differences you could notice in your navigation and extraction processes.
We hope you enjoy this update.

OutWit Hub and extensions are available for Firefox 26

by - December 10th, 2013

Firefox 26 includes major changes in the download manager. We have modified the OutWit Kernel to make our extensions compatible with this version. The updated kernel versions 4.0.4.44, 3.0.5.46 are now online. Unfortunately we cannot keep supporting versions 1.x and 2.x for the latest releases of Firefox.
Of course, this only affects the Firefox Add-on versions of our programs. The standalone versions are not impacted by the Mozilla Firefox update calendar.

Version 4.0 is online with dozens of new features

by - November 8th, 2013

With the latest version of the Kernel, OutWit Hub now includes all features of Email Sourcer, a series of new functions and directives for your advanced scrapers, new exploration and edition functions directly accessible from a right click on the page, many new export formats etc.
We haven’t included everything yet. There is more to come in the next weeks. We hope you will like it. (We do.)