iesweb.com

Quick * Easy * Versatile

Serving Since 1994

Wrong Way

Customer writes: "I have a problem, can you fix it?"

Support engineer replies, "Sure."

After this exchange, neither party is very satisfied, and time is wasted!

A Better Way

• Please tell IES which product you are using (we have many!)
• Please state what version you are using, if it is not the most current one
  (first check Help | About, then check for updates)
• Please clearly explain the situation, the error, or the confusion.
• If there is an error message, please read it carefully!  Let us know what it says.
  (Use Ctrl+C to copy message box text or Alt+PrtScrn to capture a window image to the Windows clipboard, which can then be pasted into an email message.)
• Please include your project file as it may help us to understand the issue.

Before Reporting a Problem

If you spend 5 minutes investigating the issue on your end, trying a couple of ways to work around a problem, you may solve your problem and you learn some very important clues for helping IES to understand and correct the situation.