If your PDF HandShake software does not work as expected there are different ways of looking for help:
Read the error messages carefully - if there are any, check the user manual again (and pay special attention to
4 "Before getting started"), re-read the README file on our CD-ROM, check the "Support" section on our web page.
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
Set 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
Fax: +49-5131-709325
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, PCShare, or WebShare base product.
- Give us the content of the "Versions" file (available via HELIOS Admin
Lists > Versions).
- Are you using the HELIOS ImageServer software?
- 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 HELIOS Admin dialogs (screenshots may be helpful).
