Identify Software Web Support

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Using Web Support

In the Welcome page, you can only do the following:

	Start the Support Session
	View contact details of our Helpdesk/Support Team
	View the FAQ page

The five steps detailed in the Welcome page do not contain any hyperlinks.

To start the Web Support Session:

	1.	Click on Click Here to Begin. The Download File dialog box is displayed.

	2.	When the File Download dialog box appears, select Run this program from its current location and then click OK.
	3.	When the Certificate dialog box appears, click Yes.
	4.	After a short download, the Support Session program will start and you will see the Step 1 page.

NOTE:
If the Web Support program does not start please refer to our FAQ page to see possible solutions.

Step 1

In the Step 1 page you select a scenario type which best describes the problem you are experiencing.

To select a scenario:

	1.	From the list of scenarios in the Step 1 page, select the appropriate scenario. The description of the scenario appears alongside the selected scenario type:

	2.	Then click Select. The Step 2 page is displayed.

Step 2

Step 2 automatically enables the Support Environment on your machine and prepares it to troubleshoot your problem according to the selected scenario.
While the Support Environment is being setup you will see the following screen, where the progress bar displays the download process.

When this step is finished, Step 3 page is automatically disaplayed.

Step 3

When the Step 3 page is displayed, the Support Environment is ready to record your problem.
Start the application (it may already be running) in which you are experiencing problems, and reproduce the problem you experienced step-by-step.

Then click Continue to confirm you have completed your problem scenario. The Step 4 page is displayed.

Step 4

Describe your problem in the Problem Description text box and all other fields as required. Then click Continue.

The data collected from your machine will be sent to our support team.
You can see the sending process advancing in the progress bar.
When this process is complete, Step 5 page will be displayed.

Step 5

That's it! The Web Support Session is finished!
You will receive an email from your Helpdesk/Support Team containing the Support Request number, also displayed on the screen.
Write down this number for future reference.

Choose one of the following options:

	Select another Scenario to Troubleshoot (You will return to Step 1)
	Remove the Support Environment
	Close this window (This will end the Support Session).

Comment:
If you have completed using Web Support choose Close this window.
To record the same problem again or another scenario, click on the Select another Problem to troubleshoot, and Web Support will display Step 1 page. Repeat the recording and description process.
If you are only a one-time user, you may choose to select the Remove support environment option. If you select this option, an explanation page is displayed.

To remove the support environment:

	1.	In the Step 5 page, click on Remove support environment. The Support Environment Removal page is displayed.

	2.	To remove the Support Environment, click on the Remove button. The Support Environment Removal Completed page is displayed.