How to speed up problem resolution when submitting a new ticket

If, for any reason, you come across a technical issue

• That is not already addressed in our Knowledge Base or in the embedded help system (use the Help > Help menu),
• That has not been already corrected in a recent version of Promodag Reports - please check our Downloads page and update your installation if a newer release is available,
  then please fell free to contact our support team to open a new ticket, preferably by e-mail.

Use the Technical Support Request option in the Help menu so that information about your configuration is included in your request.

If the problem is related to a report, please provide:

• The report template name;
• The options you used;
• Error message(s) if any - do not hesitate to attach one or more screenshots;
• Returned results, expected results;
• A copy of the report if applicable;
• In general, all information that may help us investigate this issue.-
  
  

If the problem is related to data import, task automation or database upgrade, please zip and send us all files of the last 7 days in your trace file directory. The default path to the trace folder is C:\Users\Public\Documents\Promodag\Reports\14\Logs . It can be checked or modified in the General tab of Tools > Options.

Note: We only need *.log and .saencryptedreport files and we recommend you to zip them before sending your e-mail.