If, for any reason, you come across a technical issue
- That is not already addressed in our Knowledge Base - do not hesitate to run a keyword search using the search engine - or in the embedded help system (use the Help > Help menu),
- That has not been already corrected in a recent version of PROMODAG Reports - please check our Downloads page and update your installation if a newer build is available,
then please fell free to contact our support team to open a new ticket, preferably by e-mail.
Use the Technical Support Request
option in the Help
menu so that configuration information is included in your request.
If the problem is related to a report
, please provide:
- The report name
- The options
- Error message(s)
if any - do not hesitate to attach one or more screenshots;
- Returned results, expected results
- A copy of the report
- In general, all information that may help us investigate this issue.
If the problem is related to data import (directory, message tracking files, IIS logs, storage size) or database upgrade
, please zip and send us the entire content of your trace file directory. Its path can be checked or modified in the Trace & Alert
tab of Tools > Options
: We only need *.LOG files and we recommend you to zip them before sending your e-mail.