Reproduce the problem

One of the first things that tech support usually wants to know is, Does it happen just once in a blue moon, or can you make it happen on demand?

They don't ask this question idly. If it's a problem that happens infrequently, it's just as serious as a problem that happens regularly. The point is to try to determine how to proceed.

Generally, for problems that happen infrequently, the support staff will recommend that you configure the machine with the operating system and components set up in such a way that when the problem happens again, some form of log will be left around or perhaps the debugger will be invoked so that the problem can be diagnosed later.

For a problem that's easily reproducible, they'll want to reproduce it at QNX Software Systems so that they can show the developer on a live system. “Hey, look! It dies when I …”