Write to Support

The quickest way to get support, is to write an email with the best possible description of your problem. Please note that sending a crash report is not the same as contacting support (read more about this here: Crash report, if you want immediate help you still have to contact support as described here!

Why do we not just call you and fix the problem right away?

• Because we know from experience that that takes much more time than handling a written request.

• We are not magicians, so we can not "just fix things" through a phone call or an online meeting. If we know an easy solution, we will send you a link with a description with to how to fix it. If you do not understand this description, we will improve it. If we do not have an easy solution, we must involve more people, which is much easier if we have a good, written description of the problem.

• Arranging an online meeting has normally already wasted some minutes for both parts just to set things up and get going. And ending an online meeting after the problem is fixed is not always easy, as many users tend to "throw in" more questions and are more or less expecting a private learning session.

• Hopefully this explains why we would need many more people on support, if the default support was to "just call and fix the problem".

If you sent a crash report

If you sent a crash report from the program, please write exactly when this was sent. If you didn't describe the problem precisely in that report, please do that in the email, following the description under from point 5.

If you have not sent a crash report

1. Find the location of a workset, send this with the email (this is not a big file with the data set, it contains only the information we ask for in pts 2-4) and go to point 5. Or continue with the next point.

2. Write which client version you are using. You can see how to find it here: Find the client version.

3. Write which server the project is on. Please give the IP-adress (in the form 111.222.333.444) or the domain name (in the form OurServer.quadri.cloud, OurServer.OurCompany.com or something like that). If you write only "our external server", we will waste time trying to guess which server you mean. If you write "the same server as last time", we will also need to use unneccessary time to find your last support case and search for the server name there.

4. Write what the model name and the project name are.

5. Write exactly what you where trying to do when the problem occured.

6. Write what error message you got? If the error message is a "smiley face" or simply says this is a crash or "Operation failed", press the "See details" button until you get some lines with the detailed error message. Include the first 20 lines of this in your email.

7. Send the email to: civil.support@trimble.com.