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Oct
22
Providing information for a Support Request
Posted by ing. Sander Galestien on 22 October 2013 04:29 PM

IAC can provide a solution with your measurement problems, but we do need certain information to process your support request.

Just reporting an error message doesn't suffice enough information, we like to encourage you to trace your problem described in detail, so we can trace the problem more accurately.

We have a support center where we made a "Special Support Form" to pin point your problem more accurately.

This is too help you quickly, but also improves our software much better if these are software bugs related.
Please fill in our support ticket as DETAILED as possible with al the information you have.

For example:

  • Which screen where you in when the software crashed ?
  • Which kind of thread did you measure
  • What clickon did you use
  • Which probe was used for the measurement
  • Was the  machine initlized properly, no errors/warning messages ?
  • Did you perform the specific probe/master and intermediate calibration ?
  • Did you set/change some settings for your type of measurement. (like mathematical settings, scan speeds)

Sent Additional information:

DATX FILE:

We also like the complete saved DATX file of your measurement so we can load your measurement and setting in our machine for proper analyzing.

NO DATX FILE cause of crash:

Even so you dont have a datx file due to a premature measurement crash , the results are saved under the file "ErrorDuringCalculation.datx".
Please look for this file under directory folder: "/home/user/iac/Data/MeasurementData/ErrorDuringCalculation.datx"

SCREENSHOTS or VIDEO:

Sometimes a pictures says more than 1000 words, any screenshot or video is welcome to reproduce your situation.

HOWTO VIDEOS:
Videos can be shot by using a mobile phone.  and you can upload using youtube or our support form if the file is not to big

HOWTO SCREENSHOTS:
The masterscanner has a program called Ksnapshot and can be accessed by using the shortcut keys ALT+F1 --> Menu Option "Graphics "--> "Screen Capture Program" KSNAPSHOT

SENDING LARGE FILES:

FOR LARGE FILES WE SUGGEST YOU TO USE OUR FREE IAC UPLOAD CHANNEL https://www.wetransfer.com/ this supports files sizes  up to 2 GB