Asking for Help

Here are some things to make it easier when asking for help

There can be a few reasons why you are having a problem and there are almost always solutions to smooth that out. As you can imagine we receive a large number requests for help with incomplete problem descriptions. Clear, definitive descriptions are mandatory for us to try and provide some sort of reasonable analysis and assistance.

Whether you're taking advantage of the free technical support that's included with PowerCADD, or using our fee based services, or just posting a general question, here are some things to keep in mind when asking for help:

Try this first:
If you are experiencing some odd behavior try these things first:

  1. Restart your computer and try the task again with only PowerCADD running. Sometimes a restart can fix things and it's an easy thing to try.
  2. Use Apple's Disk Utility Application to Repair Permissions, Restart the computer and try the task again.

Some tips for sending help requests:
We'd be foolish to try and answer a question without at least a few basic facts. In some cases we may need to know more but at least some basic information helps put the problem/question in context. Here are some basic points to include in any email that describes your problem. Don't forget you can perform a Search to see if your question has been previously covered on this website.

  1. Include the version of PowerCADD, build number, and serial number.
  2. Include the version of Mac OS? X you are using.
    • Some issues may be specific to either or both of those items.
  3. What computer hardware are you using (model, processor, memory, etc.).
  4. Be reasonably descriptive as to where in your process a problem is occurring.
    • For example, state the nature of the problem ("I can't do 'this'...") along with the steps you perform to create the problem and in what order. A simple point form list is often the easiest way to present that type of information. That allows others to better understand the context of your problem and what steps they should take when trying to recreate it.
    • When appropriate, include a screen shot of what you are seeing when a problem occurs.
  5. If things were working normally, when did the new problem occur? For example, did you recently run a system software update or PowerCADD update just before the problem occurred?
  6. Remember, others can't see your screen. Taking the time to post a simple point form list of relevant information which helps others clearly visualize and recreate the condition will go a long way to solving the problem quicker.

To find out what version of PowerCADD you are using:

  1. With PowerCADD running, choose PowerCADD menu → PowerCADD Profile
  2. A dialog will open listing the appropriate information.

To find out what version of Mac OS X you are using:

  1. Choose Apple menu → About This Mac. A dialog opens and the version number is listed there.
  2. To find additional information about your system click the more information button in the above noted dialog.
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