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Reporting an Issue

 

First of all: we’re sorry.

We’re sorry you have experienced an issue with our software. We try very hard to keep bugs out, but it happens from time to time. To help our support team investigate an issue, we need certain information about the circumstances under which it occurs.

You can open a support ticket on the web, by email, and on the phone. We encourage you to use the web site first. You will receive a ticket number by email. This same ticket number can be used for phone inquiries as well. Please note that phone support is reserved for customers holding a current support contract.

When opening a support ticket, please have the following information ready:

  • Product name
  • Exact version number
  • Operating system name and version
  • 3rd-party instrument or software involved (if applicable)
  • AnIML (or other) data file that was used when the issue occurred

The following information is necessary only if your email address is not on file with us:

  • License number
  • Support agreement number

To describe the problem, we will ask you the following questions:

  • Nature of the issue – what exactly is the problem?
  • Which steps are needed to cause the issue to occur?
  • What was the expected behaviour?
  • What did the software do instead?
  • Is the problem repeatable?

Reproducing the issue may require inspecting the data file you were working with. Our support engineers may thus request access to these files. Should you provide these files to us, we will treat them confidentially and use them only for the purpose of finding and fixing the problem.

Thanks for gathering this information before contacting us. This will help speed up the process.
 

Create Support Incident

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