Question
Do I have to send the complete model setup for technical support?
Answer
When a technical support issue can be resolved without looking into the model, we will refer the end user to a similar example in the user guide.
Investigating a log-file from the simulation can also often indicate from where the problem may origin.
But sometimes if the technical issue is unknown and complicated, we will ask to have the complete model setup sent to be able to reproduce the problem. The complete model setup includes:
- Selection files
- Result files
- Log files
You may share the model setup via a link or upload it to our SFTP (secured) site. The model setup will be removed after 5 days and will only be used for technical support. Please refer to 'Confidentiality' -Chapter 16 in the license agreement and terms here: License agreement and terms
Our technical supporter will contact you with the folder name, site address and password in terms of uploading your model setup.