Things to include in a support ticket…

5 June 2015 Joshua Osborne No Comments
ArchiCAD, Cadimage, Tip of the Day

When you log a support ticket (by email or online via www.mycadimage.com) it is important to include as much detailed information as possible.  This is to help the Cadimage Support Team diagnose and resolve your problem as quickly as possible.

If possible, please includethe following:

  • Describe what the problem is and where is occurs

for example – ArchiCAD freezes when I explode my Doors+Windows

  • Include the exact text from any error message and where this appears
  • Include screen shots if they are available

see http://www.take-a-screenshot.org/ for more details

  • Describe how to replicate the issue

This is a really important part as it helps the team investigate exactly what you are experiencing

  • Include problem files

if the problem is file specific, include it with your ticket

  •  Tell us the operating system you are using

is it Windows 7 / 8 / 8.1 or MacOS 10.9 / 10.10 etc

 

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