If you have a file that is too large to attach, you can upload it directly to our web site. The best way to send a file is to attach it to the email that describes the problem - Nota Bene files are regular files, and can be attached to any email program just as you would a PDF or DOC or DOCX file. To paraphrase a popular saying, “what gets sent to NB technical support stays in NB technical support.” We’ve never violated that trust, and never will. In the process-and thereafter-nobody other than people doing technical support or the programmers ever see your files.įor over twenty-five years NB users have been trusting their files to us. We use it only to diagnose and fix whatever problems are related to it. We understand that anything you send to us is your very valuable (copyrighted or copyrightable) work. Since Nota Bene for Windows has been in use for two decades now, most of the time problems we hear about now are specific to a single file, and getting the file is necessary in order to diagnose and fix it. Describe the steps (including, if appropriate, the exact location of the cursor when the operation that leads to the error is invoked, as well as the precise steps (mouse clicks, keyboard operations, etc.).If you encounter a problem, you should try to repeat the same steps again, to see if you get the same results (if the problem is a “crash” or a “freeze,” you may need to first restart NB. While we want to hear of anything that is serious, even if it happens only one time (we make note of it, in the hopes that we can find a pattern from what at first might seem to be a fluke), a problem that happens only once is both very difficult to diagnose and fix, and also could be caused by factors in the system environment, and not in NB proper.Ī reproducible problem is the easiest problem to fix. But if you want to speed the diagnostic process, you can proceed with the relevant points below. In most cases, we can in fact resolve most problems right off, even with sketchy details. So if you are in a hurry, as most people understandably are, you’re more than welcome as a first step to just give us the basics, and not worry about anything that follows below. If we need more information, we will always ask. But at the same time we don’t want to waste your time having you write a very full description when we might have a solution for you if you just gave us a general overview of the issue. In general, the more information you give us, the better-we can track down and fix problems that are described fully more easily. BUT DON’T WRITE A TREATISE THE FIRST TIME Getting this information the first time often lets us respond with something useful right away, rather than having to write another email asking for further details, and then awaiting that response, all of which means that it takes longer to address the issue that is preventing you from working.ģ. Instead, tell us what you mean by “it didn’t work,” and tell us what error you got. GIVE US ENOUGH INFORMATION TO KNOW WHERE TO BEGINĭon’t just say, “when I tried installing it didn’t work,” or “I got an error message when I was trying to run the program” (that’s all that many people actually write). If we have not had recent email contact, and we don’t already know you well, please include your serial number (Help, About Nota Bene) and your “release” number (at the lower left on the same Help, About Nota Bene screen)Ģ. GIVE US THE SERIAL NUMBER AND RELEASE VERSION (Note that the numbers do not indicate some necessary sequence-they are numbered so that we can refer to them as necessary in our email responses to your emails):ġ. Please include those that are applicable. The following suggestions will help us help you more quickly and efficiently. Please email us at or call us at (718) 382-1500 Home Program Synergy Community Journey FAQ Tour Platforms
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