Copia International provides updates and telephone support for the CopiaFacts product for three months after the initial purchase. There is no charge for the initial three months of support. You will be billed at the current rate for additional one year periods of support. Please contact your reseller for the current cost for support.
Support contacts
1. The CopiaFacts reseller from whom you obtained your CopiaFacts system, if applicable.
2. Copia International, Ltd.
Telephone: (630) 388 6964
Fax: (630) 778 8848
E-Mail: support@copia.com
3. Copia UK Ltd.
Telephone: +44 1672 841393
Fax: +44 1672 841396
E-Mail: support@copia.uk.com
Reporting Problems
When reporting problems with the CopiaFacts software, please supply us with as much of the following information as possible:
| Hardware | Your hardware configuration: |
| | Number of fax boards and their address settings |
| Software | The version of the main CopiaFacts software (given on the status screen) that you are running. In the case of a problem with any of the other utility programs or client programs, left-click the Copia copyright notice to display the version number and last modified date. |
| Problem | A complete description of the problems, including, if applicable, status screen displays and, for voice issues, a description of what messages were heard by the caller and what entries were made by the caller. |
| Engine Trace | The trace file (nodename.TR?) created from the main CopiaFacts engine (if applicable). If possible, send original trace files, and not other formats (e.g. .DOC) created from them. If sending by e-mail, ZIP the file first to avoid the file being word-wrapped and to reduce transmission time. The engine trace files will be found in the CopiaFacts Application Data folder (typically \\machine\COPIA\FAXFACTS). The last digit of the file extension indicates the day of week, with .TR0 starting the week on Sunday, .TR1 Monday, etc. |
| Other Trace | The trace file (nodename.FT?) created by FFTRACE which captures debug data from other CopiaFacts programs running on the same machine. The trace data collected by FFTRACE will be found in the CopiaFacts Application Data folder (typically \\machine\COPIA\FAXFACTS). The last digit of the file extension indicates the day of week, with .FT0 starting the week on Sunday, .FT1 Monday, etc. |
| Config | A copy of your configuration file (normally FAXFACTS.CFG) and any relevant user profile files. |
| Exceptions | A copy of the DrWatson log (DRWTSN32.LOG) if one has been created by any Copia program. |
| IIF | Copies of any .IIF files you may be having difficulty with. |
| FS | Copies of any FS files you may be having difficulty with. |
If the problems are repeatable, you should run COPIAFACTS with error tracing enabled (see COPIAFACTS trace options). Error tracing creates a trace file of call progress events. This log may be quite large since each state of the call is logged. For this reason you should normally speak to Copia or your technical support contact so that the best options can be selected to diagnose the problem. You can also turn on error tracing dynamically using the F5 and F6 to F10 keys (see COPIAFACTS Keyboard Functions).
When you send files to Copia, it will expedite the resolution of the problem if you note the following important points:
| • | Please send trace files, when requested, in their original format, preferably 'zipped', and with their original file extensions, so that our special analysis tools can be used on them. This is often not possible when we receive a file that has been truncated, converted to a Word document, or captured in a screen-shot. |
| • | For performance reasons the COPIAFACTS program buffers trace files in memory. So if you copy the trace file to send to Copia the last couple of dozen lines will normally not be included in the file on disc. To avoid this problem, please uncheck 'trace to file' temporarily while you copy the file for transmission. If the problem causes a COPIAFACTS program crash, you can also ensure that all the trace lines are written to disk by checking the debug option 'Flush Trace Buffer'. However you should take care not to leave this setting enabled during normal operation as it severely impacts performance. |
| • | If you are sending CopiaFacts command files (for example .FS files) please ZIP the files before you attach them to e-mail. The timestamp on such file is often significant, but it is not preserved if the file is embedded directly in an e-mail. |
Please e-mail the above information to support@copia.com, or fax it to 630-778-8848. The country code is 1 for international calls. Files can be uploaded to the Copia FTP site ftp.copia.com in directory /UPLOAD (call to obtain login and password information). Please notify us by fax, phone, or e-mail when you have uploaded a file.
Topic url:
http://www.copia.com/support/refmanual/index.html?contactingtechnicalsupport.htm
