HELP! Need Technical Support? How to send files the EASY way!

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MSI
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Posts: 2005
Joined: Thu Jun 18, 2009 12:37 pm

HELP! Need Technical Support? How to send files the EASY way!

Post by MSI »

These instructions are for our msmac3D users, please note the only changes is the use of msmac3D and msoft3D below:
(NOTE: ALL msmac2D AND msmac3D users should be using the msmac3D interface. medit32 has been discontinued)
  • Problems? HOW TO send files the easy way!
    If any problem with medit3D, msmac, the graphics or animation program occurs, the quickest way for us to understand and repeat the problems is for you to send the project INPUT files and/or the LOG files.
    The following is a quick walk through FOR MSMAC2D/3D USERS:
    HOW TO send Project/smac input files and HOW TO send LOG files
    Please include with your email a brief description of the issue you are having. We apologize for any issues you encounter with our software.
PROJECT FILES and/or SMAC INPUT FILES:
  • If you are having an issue with a project or file, the easiest way for us to assist you is for you to send us all the project files so we can walk through the steps that produce the problem and/or permit our duplication of the problem behavior.
    • IF simply a SMAC error
      • if you see the dreaded FORTRAN ERROR CODE notice OR if the SMAC program doesn't seem to run
        IT MAY BE A SIMPLE INPUT ERROR
      • therefore you may only need send the smac input file (si5) which is a text file and can be easily attached to an email.
        Look up at the top of the dialog for medit3D and see the name and location of the smac input file (suffix si5)
        smac input file name.png
        smac input file name.png (21.97 KiB) Viewed 1060 times
        In above for example the file name is: C:\MSoft3D\Projects\MY_FIRST_PROJECT\My_First_Project.Si5
        Simply write an email, explain the error code and simply attach the si5 file indicated in the top area of your medit3d/project.
    If it is more than SMAC refusing to run then you many need to send the entire Project file:
    IT'S SIMPLE!
    (see message after this message Below for additional clarification)
    • In medit3D, select the
      • File Menu->Send Project to McHenry Software for tech Support.
      This will display a dialog which will indicate the name of the file to be created.
      Make a note of the file name/location (note it has a .Support suffix)
      click OK
      a zip file will be created and a dialog opened where it is located so attach the file with .support to an email and send to us.
      Or use this private DropBox link for McHenry Software Technical Support for uploading confidential projects or files of any size (only McHenry Software can see any files you upload)
Please also see the Getting Started Manual (medit3d ->Help->Getting Started) (note also in the Help menu of medit3D) for more detailed information on the Backup and Restore commands.
LOG FILES:
  • A LOG file is created each time you start and run medit3D. It is created mainly to assist in problem resolution. These LOG files do not include anything but jibberish used by our Windows programmer to determine where a problem might be occurring. So if you have a problem starting medit3D, we need to see these files!
    The LOG files are located in the installation directory, normally c:\msoft3d.
    To forward them:
    • simply compose an email to mchenry@mchenrysoftware.com and then Insert/Attach a file. When you select insert/navigate, most email programs provide a dialog to navigate to the file(s) you wish to attach/include. So you would navigate to the c:\mosft3d directory and look for the files:
      • Medit3DLog_01.log
        Medit3DLog_02.log
        ,
        etc (there may be up to five or so files.)
        If you view the directory with 'details' selected (View->Details) and then click on the Date header, the directory will be ordered based on date. Send the 2 or 3 most recent log files.
Quick LINKS: ->HOT TOPICS<- ->msmac3D LEASE pricing!<- ->McHenryForum Index<-
Question? Comment? Please email forum@mchenrysoftware.com
(c)McHenry Software ALL Rights Reserved.
MSI
Site Admin
Posts: 2005
Joined: Thu Jun 18, 2009 12:37 pm

Re: HELP! Need Technical Support? How to send files the EASY way!

Post by MSI »

Additional Notes for Sending Project files:
This example we create a backup file for My First project
From File Menu select menu item:
backup to send to MSI.jpg
backup to send to MSI.jpg (44.25 KiB) Viewed 1224 times
This message comes up with <Project Name>. and suffix ZIP.SUPPORT:
BU dialog1.jpg
BU dialog1.jpg (56.89 KiB) Viewed 1224 times
Success dialog:
BU dialog 2.jpg
BU dialog 2.jpg (29.23 KiB) Viewed 1224 times
Then it opens a file browser in the Project directory you are in:
File saved to Project Directory.jpg
File saved to Project Directory.jpg (35.27 KiB) Viewed 1224 times
THAT is the file to attach to an email and send to us OR upload to the dropbox link indicated above
NOTE: This is an example if you were having an issue with the project My_First_Project
Obviously you need to follow these steps while in the project you are working on and having issues with.
Quick LINKS: ->HOT TOPICS<- ->msmac3D LEASE pricing!<- ->McHenryForum Index<-
Question? Comment? Please email forum@mchenrysoftware.com
(c)McHenry Software ALL Rights Reserved.
MSI
Site Admin
Posts: 2005
Joined: Thu Jun 18, 2009 12:37 pm

Re: HELP! Need Technical Support? How to send files the EASY way!

Post by MSI »

will make this the main link on this topic since we're trying to move things to 3D graphics
FROM 3D GRAPHICS HOW TO SEND PROJECTS for tech support


In video form see the links below from 3D graphics Task Specific video you select the project menu(far left icon at top of 3D graphics page) :
or here is from the Getting Started Manual:
project menu.png
project menu.png (138.15 KiB) Viewed 125 times
Quick LINKS: ->HOT TOPICS<- ->msmac3D LEASE pricing!<- ->McHenryForum Index<-
Question? Comment? Please email forum@mchenrysoftware.com
(c)McHenry Software ALL Rights Reserved.
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