DEI strives to provide a substantive response to each Technical Support Request within one business day.  You can greatly reduce the amount of time it takes to receive a response and resolution by following these guidelines.  A few minutes spent here can save days or weeks of troubleshooting!

Prepare Records

Before submitting a TSR, preserve as much information as possible about the incident:

• Screenshot - Take screenshots of the complete UI, including all windows and/or text outputs.
• Error Text - Copy and save the complete and exact text of any error messages.
• Description - Write down a description of what happened, including steps leading up to the issue, what you expected to happen, and how the behavior differed from what you expected.
• Server Log - Make a copy of the server log file and compress the copy.
• Client Log - If you are able to reproduce the issue, follow the instructions in Tech Note 0033 to record diagnostic logs for whichever client you are using.
• Versions - Note the version numbers of the client and server.  If these are not current, you may be asked to update since the latest release may already address your request.
• License - For purchased software, check your MTP-Codes.pdf document for the license code of the server you are working with and make sure that it is under active support.

Submit a TSR Form

The more information you can provide in the TSR form, the faster we can help you.

• Who are you? - Provide complete contact information, including your DEI or AWS account ID.
• Which product are you asking about? - Complete all of the selections to identify which DEI software you are using.
• Describe your question - Include the EXACT AND COMPLETE TEXT of any error messages.
• What else can you tell us? - Describe your computing and network environment as completely as possible, including client and server operating systems, non-default settings, bandwidth type and speed, and whether you have screenshots, logs, or other records.

After submitting your TSR, note the TSR number for future reference.  Email any screenshots and logs to support@dataexpedition.com with the TSR number in the subject line.  A support agent will reply to your TSR within one business day.

Diagnose and Test

Depending on the nature of your request, a DEI engineer may ask you for additional information or request that you perform various tests to help isolate the problem and ensure a correct solution.

• Reproduce - The fastest way to solve a technical problem is to help a DEI engineer reproduce it on our own systems, or at least on your system while screen sharing.
• Follow Steps Exactly - Be sure to follow any instructions exactly and in the order given.  Ask questions if you are unsure what to do.  If you have ideas for additional tests, be sure to complete the instructed tasks first.
• Record Everything - Keep careful records of exactly what you are doing and what the results are.  What seems obvious or unimportant at the time may prove vital later!
• Be Precise - Always report the COMPLETE AND EXACT TEXT of any commands, software messages, or error messages.  Do not paraphrase or interpret the output.  When reporting numbers such as sizes or speeds, do not abbreviate.  For example, write "100 megabytes" not "100mb".
• Let Us Know - If the question is answered or the problem solved, let us know!  This not only helps us to close the TSR, but also may help other users who encounter similar issues.

The speed of resolution for a TSR is entirely dependent on the amount and accuracy of the information you are able to provide.