Support
Support is provided at no cost for new customers (within 90 days of purchase) or at any time for our customers with a valid support agreement. A fee may be incurred for support incidents after this time. Please submit a support request (below) and include as much information as possible about the issue in question. Support issues can involve several aspects of an environment so it is very important to provide as many details as possible. Also be sure to include your License Code, and/or Support ID when making the request for a prompt reply. Support requests will be answered within 24-72 hours (normal business hours).
Device Issues -
If you are experiencing a device error (devices not detected, write errors, etc.), please be sure to include all information about system configuration settings, devices, media types, image types, and any other relevant information needed to reproduce the error.
Design Issues -
Most design issues are addressed within sample projects or documentation which shipped with the product, but feel free to send us a support request if you still need assistance and have not found the answers within one of these resources. Be sure to include information about your development environment, target platform, and design goals.
Other Considerations -
Please also consider the following when completing the support request so we can solve you issues as quickly as possible:
- Operation Sequence - When did the error occur? What happened prior to the error? What are the steps to repeat the error?
- Media State - What was the state of the media before and after the operation (empty, new, formatted, multiple sessions/tracks, etc.)
- Related Files - Did a particular file trigger the problem? We may request the file(s) in our reply if relevant.
- Log Files - Log files are very helpful to resolving issues. We may request a log file in our reply..
Please fill out the following form with all required fields (*) to guarantee that we receive your support request. Thank you!