Problem/Error Reporting
McHenry Software has made every effort to produce a product which is free from problems and/or errors. However, as with any computer software product, problems and/or errors may occur. Effective communication is very important so that we may continually improve and refine our products. We ask that you try to follow certain procedures to insure that we are immediately made completely aware of any problems or error you may encounter. You can also use these procedures to report suggestions for refinements (e.g., if you'd like some part of the software changed). We will return e-mail you acknowledgment of receipt of your report and assign a Problem/Error Report Number (PERN#). Please use the PERN number during any subsequent correspondence. We will attempt to reconcile problems and/or errors in a reasonable amount of time. We ask that you please be patient. Effective resolution of problems and errors can only be accomplished if we work together as a team.
We apologize in advance for any problems you may have with our programs. We understand how frustrating problems with computer programs can be and we will work with you to resolve the problem.
The following are the simple steps we ask that you take to reporting a problem:
o Step 1:Identify the source of the problem or error
This step depends on what you were doing when you encountered the problem or error.
o Medit32
If the problem occurred in the medit program, please identify as best you can the steps which preceded the problem or error. Please be as specific as possible. We will use your description to attempt to reproduce the same error or problem on our software. This will assist us in understanding and correcting the problem or error condition.
Also, before restarting medit32 (if the problem resulted in a abnormal termination of medit32), in the installation directory, generally c:\msoft, there will be log files, medit32log_01.log, medit32log_02.log, etc
Please attached all the medit32log files this to an email and forward to McHenry Software with a description of steps which preceded the abnormal termination.
o m-smac, smac Graphics (msmacgr), m-graphics
If the problem occurred in either one of the m-smac, smac Graphics (msmacgr) or mgraphics animation programs, we have added a Tools menu option to the medit environment to assist you in forwarding the pertinent input file(s). You can now simply send the project file which produced the problem. With the Project file which produced the error or problem open:
o Select the File menu->Backup files and/or Files to Backup ZIP’S
• Please see the section on project backup if you need additional details on backups.
§ De-select the ‘select all files’ option
§ Select the ‘Select all Project Input files’
§ Click Backup
• You can change the backup destination, etc
• A dialog will open which identifies the number of files and location of the backup
• Simply clicking on the link should automatically open your email program with our address
• Select INSERT or whatever procedure your email program requires to attach a file
• Browse to the location of the backup file created above
• click OK
• Add a description of the type of problem you are encountering and which program you were running when the problem occurred.
o Step 2: Contacting McHenry Software, Inc.
We generally recommend that you use e-mail to contact us.
o Our e-mail address is: mchenry@mchenrysoftware.com or support@mchenrysoftware.com
Normally, we continually monitor (every hour or so during the business day) our e-mail traffic and will immediately acknowledge receipt of your e-mail. A solution or estimate of time to solution will be provided to you within 4 to 6 business hours. However, please note that occasionally there may be delays due to scheduling conflicts, etc., and we apologize.
If you have encountered a problem or error which you believe should receive immediate attention, we can be reached by
FAX at: (919)-573-0910 (FAX)
Our phone number is (919)-468-9266 (PHONE)
Please reserve the use of phone support to problems encountered where the medit or other programs are no longer functioning or produce a condition which requires immediate attention.
In the event of an emergencies, please be sure to call, fax and e-mail notification to insure we receive your message. (send the problem/error report to one (e-mail or fax) and leave messages at the other two. We can not successfully respond to a problem/error until we receive a PERN report either via e-mail or fax.
o Step 3: Problem Resolution
As a licensed user of a McHenry Software product, you will immediately receive any and all updates, enhancements, and/or corrections to the product(s) during the term of your license. Generally as problems and errors are reported we will make the appropriate corrections and/or modifications and send them out either immediately or within the next month or so, depending on the nature of the problem or error.
o Licensee Site
We also have a Licensee only web site on which we will post updates, patches and include discussions of problems and/or errors which have been encountered and/or corrected, samples and examples and discussion related to applications of our computer programs. From either of our web sites:
http://www.mchenrysoftware.com
you can click on the hypertext link Licensee Site.
The direct link to the licensee site is:
http://www.mchenrysoftware.com/licensee/index.htm
As a licensed user you should have been assigned a login name and password. Please contact McHenry Software if you don’t recall your login information or would like to change your login name and password. Please be sure to include your name and contact information.
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