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Documentation & User Guides | FotoWare

How do I get support?

Contacting FotoWare Support

Requests for support and/or professional services can be submitted via the CONTACT US button on the FotoWare Support page https://www.fotoware.com/support

If your FotoWare site has been configured by your local FotoWare partner, you can get in touch with them directly for assistance.

What information do we need to work on your support case?

The points below outline the information we need to be able to solve the problem you're having. Make sure to include this information as best you can.

Product information:

  • With what product version and build are you having an issue with?
  • What OS are you using (including Service Pack)?

Please give us a problem description where you also try to describe the following:

  • What precisely did you do? Please provide steps to reproduce the problem.
  • What did you expect to happen?
  • What did happen?

Additional information:

  • Do you get any information in the FotoWare log file?
  • Do you have screenshots of the issue?

Other relevant information:

If the issue is with a Color Factory channel

  • Please always attach a copy of the channel(s) in question. Color Factory channels are stored here:
    C:\ProgramData\FotoWare\Color Factory\Configuration\Channels
  • Please don't send the entire folder, we only need the channel that you're working on. If some channels are linked via input/output, then it could in some cases be relevant to include them as well. 
  • It is also often relevant to send sample files along with the channel, as many Color Factory support cases rely on something specific about the files.

If the issue is with FotoStation and has to do with an action

If the issue is with Connect

  • Please send screenshots of the channel configuration so that we can replicate it on our systems. 

If the issue is with FotoWeb Desktop

  • Please include a Fiddler capture so that we can see the traffic on the client, and also screenshots from Operations Center that show the errors generated, in addition to FWEvents.log (see above)

 

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