If your PDF Handshake software does not work as expected, there will be different ways of looking for help:
- Read the error messages carefully - if there are any, check the user manual again (and thereby pay special attention to chapter 5 "Before getting started" ), re-read the README file on our CD-ROM, check the
"Support" section on our Web page
http://www.helios.de.
- Contact your dealer.
For problems you cannot solve on your own, you may request help from your dealer. If you do so, please note that for a fast problem localization the dealer needs some information from you (see paragraph Setting up an error report below).
- In case you have detected any mistakes in our software or documentation, please set up a detailed report as described below and contact our support department:
HELIOS Software GmbH
Steinriede 3
D-30827 Garbsen, Germany
phone: +49 5131 709320, fax: +49 5131 709325
Setting up an error report
An error report should be given in writing. It should include:
- contact information (such as company name, name of the person to contact, e-mail address, fax/telephone number),
- product information,
- a problem description,
- additional information (e.g. about workarounds you may have tried),
- printouts or screenshots that illustrate the problem.
Some things we might want to know are listed below:
- State the serial number of your PDF Handshake license and the machine ID of your EtherShare server.
- Specify the versions of your HELIOS products and the updates you have installed.
- Are you using EtherShare OPI 2.1?
- Specify your server hardware platform and OS version number. Specify the type of your Macintosh and the Mac OS version number.
- List the exact error messages - if there are any.
- List the Macintosh applications you are using (name and version number).
- Which network and printer drivers are currently installed (include version numbers)?
- Give us the settings you have entered in the EtherShare Admin dialogs (screenshots may be helpful).
