Posting a Support request to the forum

Frequently asked questions - answered - for all developers products

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John - Tracker Supp
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Posting a Support request to the forum

Post by John - Tracker Supp » Wed Dec 14, 2005 8:55 pm

The following is posted as a set of guidelines to help us, to help you - please read it fully before posting any issues to the forum which is staffed and your question answered by Tracker Software Products.

If you have been referred to this message having made a request for support - this is because the information provided is insufficient to allow us to assist you and rather than send numerous messages every time such a request is made we have listed below what is required as an absolute minimum set of information we always need from you and some additonal items which may or not be required - but if available will always enable us to support you more quickly and comprehensivley.

Please do not be offended or insulted by a referral - it is simply intended to help us to provide you with better support - more quickly.

Thank you.

Before Posting a problem:

* Make sure you have the latest build and release of the product in question - you may well find the issue is resolved already !

* Ensure you have checked any error or return codes in your source code before requesting support !

* Ensure you have all our required dll's in the same folder as the compiled exe when testing your application

If you appear to not generate any output files (i.e. PDF's) check on eof our Demo applications first and see if that works - if not most likely there is an installation issue or you have failed to ensure you have all our dll's with your exe.

Minimum information we always require :

1: Version and build of the Product you are using of ours.
2: Version and build of your development tool/application (i.e. Delphi 6, VB.Net etc)
3: Windows Version and any service pack info.
4: A Clear and concise description of the issue.
5: Source files (i.e. if converting an image - supply the image) and any PDF file generated etc
6: Any relevant code snippets
7: Ensure you have checked any error or return codes in your source code before requesting support

If Possible

8: A small sample, compiled application - and source project code, along with any required supporting files and data and an idiots guide on use.

Please always ZIP any files you post - there is a 2MB limit to files uploaded - if your files exceed this - please post a request for direct FTP upload information

Or better than a Winzip archive - use WINRAR or the excellent and free 7zip from http://www.7zip.org

Please Help us to help you by adhering to the above guidelines whenever possible!
If posting files to this forum - you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded - thank you.

Best regards
Tracker Support
http://www.tracker-software.com

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