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Experiencing Technical difficulties? We are here to help

For Technical support, please check our Frequent Asked Questions page before opening a technical support ticket. If you cannot find your answer from the FAQ page, please follow the instructions below to contact us regarding a technical support issue..

  • Remember the following:
  • The ticket system will allow you open a technical support ticket.
  • Please provide your name, email address and your client ID# if you are a registered user. The Client ID# can be found in your Order Confirmation email when you registered.
  • Please also send an "error.log" file which can be found in the same directory of your application. The default path would be C:\program files\dynamic\ <product name> \error.log. You should attach the error.log to the ticket using the upload feature. You may upload up to 3 files or images to a single ticket.
  • Please note to be able to submit a ticket you must have cookies enabled on your web browser and you must enter the captcha sequence of characters where indicated. If you cannot see the captcha characters, please check you setting on your web browser.
  • For other enquiries, please see: Support enquiries.

Opening a Technical Support Ticket

  • Go to http://support.dynamicsoftware.com/ This is the Support Center for Dynamic Software
  • Once there you may register for technical support by clicking on the Register or you may skip this step and just open a ticket by clicking on the Submit a Ticket link. The advantage of first registering is that you may be able to select your password for viewing you ticket status instead of receiving a computer generated password. You will need to remember this password to check on the status of your ticket.
  • When you click on the Submit a Ticket link you will need to select the type of ticket you want to open. For a technical support ticket, please select the proper department: Support -Technical and click the next button.
  • On the next screen enter your name and the email address you want us to contact you at. If the name and the email address is not the same used when ordering or downloading, please enter that information in the "message details" area.
  • Select the "Priority" of the ticket (i.e.: how import this is to you) Unless you have a paid for priority support contract, the highest priority you may select is: Urgent If you select a higher priority and you do not have a priority support contract, your response will be delayed.
  • Enter the description of the problem, in the message details area.
  • Upload the error.log or any screen shots you want us to see using the upload button(s). You may upload the error.log and two other files or images at a time.
  • Verify you are a real person entering this information by entering the captcha sequence of characters displayed in the box provided to the left.
  • Click on the submit button, and your request will be submitted to our support team for processing.
  • Your done!

    Viewing the status of a Technical Support Ticket

  • Go to http://support.dynamicsoftware.com/ This is the Support Center for Dynamic Software
  • Login using your email address and the password that was either assigned to you or you entered when you registered.
  • Once you login, you will see a view tickets graphic link. Click on view tickets once you are logged in to see all of your tickets. If you attempt to view your tickets before you are logged in you will receive an error message.
  • You will also be able to respond to your tickets. If you see your ticket status as being On Hold it means that we are waiting for response from you. If you do not respond within 3 days your ticket status turns to Closed. If your problem is still not resolved, posting a reply to your Closed or On Hold ticket will re-Open the ticket automatically. Please do not open a second ticket for the same problem.

     

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