Occasionally a situation occurs where the product is functioning improperly or you have a recommendation for a new feature or optimization. User environments come in all shapes and sizes, and it is nearly impossible for us to test every possible scenario. Thus we rely on our customers to submit this type of feedback to us. In some cases we can quickly provide instructions or workarounds. For others we follow an agile development model where product updates are released on a weekly basis with fixes and enhancements.
To submit a support case:
1.Inside the application navigate to the Help Ribbon and select the Contact Support button.
2.You will be redirected to our online support form, which will be partially filled out.
3.Please fill out the rest of the form and attach any collateral that you may have.
4.Press Send to submit your case. You should receive a confirmation email from the support system, followed by an actual response from one of our support engineers.
Good collateral is essential in pinpointing issues and providing resolutions or workarounds. Here are some example of information provided to us by customers:
·Screenshots - it is almost always easier to diagnose issues and collect information using pictures. Please try to send several screenshots with relevant data along with other logs.
·Log Files - we collect two types of logs, user logs and systems logs.
oUser Logs are generated with most operations and are displayed in the Log Viewer. All (or specific) items in the log can be selected and saved on your computer for later use.
oSystem Logs are generated behind the scenes and contain internal information that is intended for our engineering team. Besides standard system logging, there is also Debug Mode logging which collects significantly more information.
NOTE: when sending logs to us, these logs may contain sensitive information like URLs, file names, user accounts and connection passwords (encrypted by default). If necessary, review all logs before sending them with your support ticket.
Debug Mode is designed to collect additional system logging information that can be used by support team to diagnose complex issues. It can be enabled using a check-box in the Help ribbon.
·Do not enable Debug Mode without consulting with the Support team.
·Do not execute lengthy operations like copying sites under Debug Mode. This will collect a large amount of information that will not be useful. Instead try to narrow down the scope to a few items and perform the operation for these under Debug Mode.
·Remember to disable Debug Mode after the necessary information has been collected