If the customer is able to access Workbook but is experiencing a problem while using the software, the first thing to determine is what version of Workbook is being used by the customer.

Ask customer to obtain the version by opening Workbook and clicking 'Help'.  The version number is displayed at the bottom of the drop-down column (see image at right).

Is customer using the current version of Workbook?

-          NO: ask customer to upgrade so they can access latest version (we cannot provide support for earlier versions).

If their support subscription has expired, customer will need to renew it by entering their Customer Key at http://update.xorro.com.

-          YES, customer is using current version:

Obtain a complete description from customer of the problem, identifying the actions which lead up to the problem and the resuklt from those actions.  Screen capture of these steps and of any resulting error messages are needed.  

Ask customer to open Workbook on the computer which is experiencing the fault, replicate the problem while speaking with you, and then (after reopening Workbook if necessary) submit a Bug Report from the Help menu (follow the three screens indicated below).

In screen 3 (above), customer should enter their email or yours as the primary contact point for our support team to respond to.  It is very important to add a description of the problem in the space provided, including the steps taken to reproduce the problem.

On pressing "submit" on the form in step 3 above, the data submitted by customer will be sent to the Xorro support group together with relevant support information from the target computer.

Once customer has completed the above, please send your own email message to support@xorro.com, including

- customer name (institution name);

- contact name / email if not yours;

- your description of the issue from above, and attach screen shots supporting this.

The closer your email submission is to the bug report submitted by the customer, the easier it will be for our team to relate the two and to act on it.

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Tags: support.