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| Help Us To Help You - Getting Technical Support From Image Science |
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Last Updated
29th of July, 2011
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Please help us to help you!
If
you are seeking technical support with a product purchased from Image
Science, please make it easy for us to help you. We are extremely
well known for our high levels of support, but we do ask that you
ask for support in the right way so that we can best allocate our time
to helping as many people as possible.
First, use email to send your support request
unless your request is truly urgent (see link below). We get numerous support enquiries
every day, and we have limited time. If your request is truly urgent, phone
us. But unless you really truly need help right now, i.e. you are
going to miss a deadline or your machine is about to explode, it is much
easier and more efficient for us to receive support enquiries via
email.
Also, before you request help:
- Please search our website thoroughly
for an answer to your question first
(there is a search box at the
top of every single page!) - Please also use Google
to try and find
an answer to your query - you might get an answer very quickly.
- Make sure you are using the latest
software & drivers for your devices and your computer in general - updates are pretty much always easily found by visiting the manufacturer's website, and often these will fix your issue.
- We can not be your general IT
helpdesk! (Please ask us for support only for things we have done
for you or supplied you with).
- If
you have a problem with a product we sell, but you did not buy it from
us, please ask the people you bought the product from - it's only fair the we spend our time supporting our direct customers.
- Please
ask nicely! Sometimes things break, and sometimes they don't work quite
as advertised or the way you expect - we fully understand this can be very frustrating. But remember, we did not actually make the
product, and it doesn't help to be short or rude with us. Ask us for help in the
same way you'd like to be asked for help with something you are good
at!
If you are requesting help from us, include as much
detail as possible. Please include:
- Screenshots
of the issue wherever possible
- The full text of relevant
error messages, with any error numbers as well.
- On Windows 7 you can use the excellent Problem Steps Recorder (see below) to record your issue occurring on the fly, and then send us this recording.
- The
version numbers of ALL software involved
(E.g. Photoshop CS4 or
Lightroom 2)
- The operating system you are working on, and
the version
(e.g Windows XP 32 bit, or Mac OSX 10.5 Leopard) - Please
confirm when you bought the product from us, and supply the full model number of the product.
- Once you have all this information,
We will get
back to you as soon as we can. There is no need to follow up your
enquiry, we have definitely received it and filtering through more
messages will just slow us down. We will respond (on work days) within
24 hours, usually much less. We will often respond on weekends as well, but no guarantees on that of course!
How To Use Windows 7 Problem Steps Recorder(a very American and pretty awful video really, but it shows you what it does).
To start the Problem Steps Recorder, click on the Start Menu (Windows logo in bottom left corner) - and in the little search box type 'psr' - you should now see one entry under 'Programs' at the top - right click on this and choose 'run as administrator'.
  
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