Question: What information do I need to provide so that Customer Support can better help troubleshoot my problem?

Useful info to gather before you contact Support:

We hope that users will find answers to common issues and topics here in our searchable support Knowledgebase, but sometimes you may have an issue that needs more detailed and dedicated troubleshooting.

If you need to contact support, please use the 'Submit a Request' tab at the top of this page

If you can gather as much of the info listed below before contacting support, and include it in your email request, it will be very helpful to our support technicians.

Take a Screenshot of any Error Message you see, if at all possible:

1. Making sure not to close any open error 'window', click on the 'Title Bar' of the window to make it the active window 
2. Press both the 'Alt' and 'PrintScreen' keys at the same time 
3. Still making sure to not close the error 'window' yet, go to Start > Run and type 'mspaint'’ (without quotes please) in the 'Open' field and press OK button 
4. With the 'Paint' application now open, press 'Ctrl' + 'V' keys at the same time to paste Printscreen data into the app. Alternatively, you can go to the 'Edit' menu near the title bar and choose 'Paste' 
5. You should see the error dialog window, and just this window pasted into the application. If you see your whole desktop, go back to the first steps and make sure to click 'Alt' while performing the 'Printscreen' keypress 
6. Click 'File' from the top menu bar, and choose 'Save As...' 
7. In the 'Save as type' pull-down menu at the bottom of the page, select the 'JPEG' option to decrease file size before uploading file to support 
8. Name your file with useful info, such as your name and date, and save it somewhere you can easily find it, like your Desktop 
9. Close the Paint program when done

Export a DXDiag report: 

1. Go to Start > Run and type 'dxdiag' (without quotes please) in the 'Open' field and press OK button 
2. Wait for 'green' progress bar to finish loading and then press the 'Save All Information...'’ button 
3. Name the file with some useful info, like your name and the date, and save it where you can find it, like the Desktop, by pressing the 'Save' button 
4. Press the 'Exit' button to quit this application

Export a MSInfo report: 

1. Go to Start > Run and type 'msinfo32' (without quotes please) in the 'Open' field and press OK button 
2. When the 'System Information' window is open, click on 'File' in the top toolbar and select the 'Export...' option 
3. Name the file with some useful info, like your name and the date, and save it where you can find it, like the Desktop, by pressing the 'Save' button 
4. The export process can take a few moments, so please wait for the progress bar to finish, and then you can close this application

Gather all three of these documents and attach them with your Support Request email, along with as much detailed info you can provide about your problem(s).  We will now be better equipped to troubleshoot the issues for you.