Manual

9. Getting Help

Help panel

Figure 9.1 Help panel.

Submit ticket

Submit support ticket window

Figure 9.2 Submit support ticket window.

To submit a ticket click "Submit ticket" button located in Help panel - see figure 9.1. Next select your ticket type, from the drop down list (1) and enter details of your problem into text area (2). Finally click Submit button (3).

View your tickets

Your tickets window

Figure 9.3 Your tickets window.

To view your tickets click gear icon gear.png located in top right corner of Help panel. Next select ticket-menu.png from the context menu. To view history of all messages, click ticket ID link (1).

Reply to ticket

Ticket reply window

Figure 9.4 Ticket reply window.

To post a new message click Reply link - see (2) in figure 9.3. Next enter content of your reply into text area (1) and click Reply button (1). Once you are satisfied with the solution provided by support team, you can close your ticket by clicking Close link - see (3) in figure 9.3 above.

Remote Support

Remote Support application

Figure 9.5 Remote Support application.

In some cases a support engineer may need to establish a remote connection with your computer in order to conduct further investigation or troubleshooting of the problem. To allow for that please:

  1. Download and run our remote support program using a link provided by a member of our support team.
  2. Copy and paste session ID - see (2) in figure 9.5 above into Support Ticket.
  3. Copy and paste password (3) into Support Ticket.
  4. Click Reply button (4).

After a short while an engineer will establish a connection with your PC.