Reporting a fault

TopicId214

The best way to report a malfunction or an anomaly is to send the information to the technical support, immediately after the malfunction (see Reporting a fault)

In this way the technical support can know the details of the problem and resolve the malfunction more quickly.

If you have an internet connection, sending the information is very easy and only requires a few clicks of the menu:

Tools / Send information to technical support

The following window opens:  Send information to technical support

The information sent is made up mainly of the log files

Besides the information sent automatically, additional comments can be added in the Details field to describe the malfunction more fully.

Some tips on what to put into the Notes field:

• Give a detailed description of the malfunction / anomaly / error
• What situation did the malfunction occur in?
• Can the malfunction be repeated or does it occur unexpectedly?
• Did the malfunction begin to manifest itself after a specific event?  (For example, after updating the software or installing an anti-virus program)

Please note

Information must be sent immediately after the malfunction.

This is because the log files record the technical information on how the software behaves that, in order to avoid taking up too much space on the disc, is not kept indefinitely, but is overwritten when the software is used again.