Information for Contacting Software Technical Support
To streamline the process as much as possible, please have the following information ready to give to your Technical Support Representative:
1. Software Product (e.g. Xscan, Captera, Clarity, etc.)
2. Software Product Version (e.g. “Version 2.1” or “Version 1.3”)
3. Software Product Area (e.g. “Scan Interface” or “DICOM Send module”)
4. Operating System Version (e.g. “Windows 7 SP1” or “Windows XP SP3”)
5. Reproducibility Rate: Does this problem happen every time, once in a while, or once, period.
6. Steps to Reproduce (provide a numbered list of how to make the problem happen again, like 1. Open Captera. 2. Click schedule patient. 3. The application will crash.)
7. Expected Results (Explain what you expected to happen, and how it is different from what actually occurred.)
8. Log files & additional information. Attach log files for each problem. “Additional information” can be DICOM or RAW image files, screen shots, additional accounts of the issue, or any other materials that can be gathered to assist with problem determination and resolution.
QPC XSCAN32:
Windows XP & Windows 7: C:\Xscan32\Error
Captera:
Windows XP:
C:\Documents and Settings\All Users\Application Data\iCRco Captera\Logs
Windows 7: C:\ProgramData\iCRco Captera\Logs
Clarity Viewer:
Windows XP & Windows 7: C:\ICRCO\logs
Clarity Archive & Clarity Elements:
Windows XP & Windows 7: C:\icrco\dcm4chee-mysql-x.x.x/server/default/log
Linux: /clarity/server/default/log