How to write a help request

Most of the help requests we receive don't provide enough info, and we have to write back asking for more info two, three or four times before we can help. The format provided by the Send Device Info button in the app shows you exactly what info we need. Here are some examples of help requests we have received, and how they should have been written to reach a solution more quickly:

Bad Good

I have tried to restore my purchases but they won't work.

What steps can someone else follow to see the problem? Start from the main menu and specify what buttons to press:
 1. Tap the edit button for the song American Pie.
2. Tap the edit button for the Documents row.
3. Tap the Add Documents button. The popup window appears with the message that the action requires a paid upgrade.
4. Tap Continue. The list of upgrades appears, showing that none are installed.
5. Tap the Reinstall button.
6. Tap Cancel.

What do you see when the problem occurs?
 If I try to attach a document after this, the upgrade window appears again showing that the Documents upgrade is still not installed.

What do you expect to see instead?
 I should be able to attach a document without seeing the upgrade window again.

Crashes when I try to print a setlist.

What steps can someone else follow to see the problem? Start from the main menu and specify what buttons to press:
 1. Tap Set Lists.
2. Tap the Dive Bar set list.
3. Tap the Share button below the set list.
4. Tap the Print button.

What do you see when the problem occurs?
 The app closes without an error message and I am returned to the home screen.

What do you expect to see instead?
 The app should not close and my set list should be printed.

After updating all our iPads today and synchronizing the database, it is not possible to edit the midi presets.

What steps can someone else follow to see the problem? Start from the main menu and specify what buttons to press:
1. Tap MIDI Presets.
2. Look at the list of presets.

What do you see when the problem occurs?
 The list does not contain any Edit buttons.

What do you expect to see instead?
 Each MIDI preset should have an edit button.

I accidentally deleted three songs from my iPad. I have tried rollback but it doesn't work.

What steps can someone else follow to see the problem? Start from the main menu and specify what buttons to press:
 1. Tap Settings.
2. Tap Database Sync.
3. Tap Roll Back. The History window appears with lots of items listed. The last three items are the Delete actions for my three songs.
4. Select those three items and tap Continue. The History window closes.
5. Tap Cancel to return to the main window.

What do you see when the problem occurs?
 The three songs are not in my Songs list.

What do you expect to see instead?
 The three songs restored to my Songs list.