techsup


	"The Rorschach Software of Choice"

Technical Support Request Form

To know how to help you, we need to understand exactly what the problem is. Often the initial description of a problem is too vague or ambiguous (e.g., "it won't run", "I lost an authorization", "it won't load") or the problem has an undisclosed history that may help with the resolution. Clarification typically requires several email exchanges of questions and answers which often can be avoided if enough information is available from the start. Filling out this form should reduce the time needed to resolve the problem.

To request help with a problem, please complete this form as best you can. You can print it from your browser, fill it out, and fax it to (405) 341-9132 or copy the form, paste it into an email, complete it, and send it to rorscan@sbcglobal.net. Your request will be answered by email as soon as possible. Help with initial installation and authorization is free, as are first incident problems of some other kinds. However, a $25 fee may be charged if successful resolutions have been made but there are repeated incidents due to the same problem. Such problems most often turn out to be unrelated to the software.

Your name:

__________________________________________________________

Name of licensed user (if different from above):

__________________________________________________________

If the software was purchased by an organization, what is its name?

__________________________________________________________

Your email address:_________________________________________

Approximate date of purchase:________________________________

Which version is printed on your Authorization disk?________________

What is the Serial Number on the Authorization disk?_______________

Have you upgraded the program you installed from the original disks
with a newer release from a download? If so, what version do you now
have installed?

_________________________________________________________

Have you consulted ROR-SCAN's help system and the "Tech Tips" page of
the Web site about the problem?____________

Have you read the help file entitled "Authorization Help"?___________

Please email copies of any email exchanges we have had about this or
similar problems we have had in the past.

Which version of Windows (or Mac emulation program) are you using?

_________________________________________________________

Describe the problem you are having, distinguishing between problems
with installation, problems with authorization, and problems with
program functions. Be as precise as possible, describing exactly
what happens when you do exactly what:

_________________________________________________________

Was the program operating satisfactorily before this problem? Describe:

_________________________________________________________

Has anything unusual happened to your computer just prior to the problem
(reformatting, defragmenting, replacing, upgrading, etc.)? What?

_________________________________________________________

Is Norton SpeedDisk running on your computer? If so, have you set it to
NOT move hidden files or installed the Final Fix?

_________________________________________________________

Have you tried uninstalling the program and then re-installing it?

_________________________________________________________

Is the software used by more people than yourself? Explain:

_________________________________________________________

If this is an authorization problem, insert the Authorization disk in drive A, open
the Authorization Manager and click "Check". Read the Authorization Help
for how to use Check. What happens when you Check the disk in drive A?

_________________________________________________________

Thank you for filling out the form. We will be in touch shortly.

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