01 / CONNECT & CAPTURE
Start with the device state.
- Record the device model, app version, phone model and operating system version.
- Follow your device instructions to check power, device status and connection method. Keep the network details and on-screen messages.
- Note the step where the issue occurs, whether it is reproducible, and what happens when you retry.
- Keep original projects and captured data before troubleshooting. Avoid deleting projects or resetting devices in a way that loses diagnostic information.
02 / UPLOAD & PROCESS
Keep the stage, time and error.
Uploading, queuing, processing and downloading results are different stages. Tell us which stage stopped, along with the job ID if available, time, error message and project size.
Keep original files and logs after a failure. Before sharing a project sample, agree on a transfer method with the support team and redact sensitive customer, personal or site information.
03 / ACCOUNTS & LICENSES
Check sign-in and authorization separately.
Tell us whether you cannot sign in, cannot activate a license, or an existing authorization has become invalid. Include the displayed status and error code.
For offline licenses, also note the displayed product and validity period. Do not include passwords, verification codes, full License Keys or access tokens in screenshots or ordinary support emails.
BEFORE YOU CONTACT US
Useful details to include.
- Product & versionSoftware name, version, device model and operating system.
- Steps & symptomsReproduction steps, expected and actual results, and the time of the issue.
- Supporting detailsRedacted screenshots, error codes, job IDs and relevant log excerpts.
COMMON QUESTIONS
Find your next step.
Where can I get product manuals and technical documents?
Start with the relevant model in our product catalogue, then contact the team for manuals, configuration guidance or integration information.
What if the email link does not open an email app?
Use “Copy email address” and compose a message in your usual email service. If clipboard access is unavailable, select or long-press the displayed address to copy it manually.
Why does the software show no license after I sign in?
Account sign-in and software authorization are separate states. Record the messages from both areas and contact the team to check the product, device and license.
Which project files or logs should I send?
Start with reproduction steps, versions and error messages. Agree on the scope and transfer method before sending complete projects, large logs or files containing sensitive information.
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Read the privacy policy