Contacting Technical Support

Problems which cannot be resolved by reviewing this User Guide and Technical Reference or by a review of the event log should be reported to Golden Code Development's technical support staff via electronic mail. The e-mail address for technical support is techsupport@goldencode.com. The following information should always be included in any problem submission:

The serial number of the product license. This can be obtained by running the program with the -v command line option, or from the About dialog.
A detailed description of the problem, including steps on how to recreate the error condition.
The event log file that was created when the problem was encountered.
The detailed error log file, if any, that was created when the problem was encountered.
The console log file, if any, that was created when the problem was encountered.

If the problem report is specific to the interpretation or decoding of a particular trace file, it will be helpful to the technical support team to be able to review this trace while diagnosing the problem. If a trace can be submitted, this fact should be noted in the problem report e-mail message as well, so that arrangements can be made to upload this trace to a Golden Code FTP server.