January 3, 2011

What information do I need to submit when logging a Support Request to Ideate, Inc?

Derek Wielkopolski, Support Manager, offers these suggestions for Ideate, Inc. customers.

Many times in Ideate Support, we'll start with basic questions in order to better troubleshoot your technical support case. Submitting the answers along with your initial support request will help us resolve your problem even faster. So what should you provide?

Software and Computer
Start off with the software you’re using and your computer information, i.e. I’m working in Revit Architecture 2011 on Windows 7 64 bit with 8GB of RAM. An easy way to provide system information is by using the System Information Utility in Windows or the System Profiler on a Mac. These utilities allow you to save your hardware and software information to a single file that can be attached to an email. It includes information like computer manufacturer and model, processor, memory, video card, drivers, and much more. Take a look at the links below for instructions on how you can get these.

Obtaining a System Information file (NFO) for diagnostics and troubleshooting

Using the System Profiler

Picturing the Problem
Next, you’ll want to provide a clear description of the problem or issue. Include any critical steps, commands, and information that may be linked to the problem. An even better way to provide information is to submit screenshots or a quick video of the problem. In Ideate Support, we use Jing, a free program developed by TechSmith, available for both Windows and Mac. It's a great little app that allows you to capture screenshots and video. Screenshots can be saved or copied to the clipboard and placed directly in emails. Videos can even be uploaded and saved at an URL rather than having to send large files. Check it out here:


What's Your Number?
If you’re having a licensing or activation problem, provide the serial number of the software product you’re using. And if it’s a network licensing issue, provide the license file and system information about the computer where the license server is installed. Also, take a look at our Network License Manager Installation and Setup Guide. Chances are, the license issue you’re having can be answered in a document we've put together:

Autodesk Network Licensing Guide by Ideate, Inc.

Finally, provide any troubleshooting you’ve done so far so that we don’t suggest anything you’ve already tried. Typically we start out asking questions like: Does the problem occur on other user’s computers? Can the issue be repeated at will and if so how? Does the issue persist even after logging on to the machine with another user’s login and profile? We try to isolate the issue and rule out any variables. Many times a problem can be associated with a specific file or drawing. If it can be, and the file is smaller than 10MB, attach the file to your support request. For larger files we’ll send you a link to our secure dropbox where you can upload it.

Remember, the more information you provide the quicker the issue is resolved and you’re back up and running!

- Derek

Derek Wielkopolski
Technical Support Manager/Application Specialist

Derek holds a Bachelor of Architecture degree from Roger Williams University, Rhode Island. He is experienced working within the AEC industry from concept design through construction administration for both small and large scale projects. As Ideate’s Support Manager he ensures a timely and quality response to support requests and questions.

No comments: