How to ask for help.

Frequently Asked Questions
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mikeb
Posts: 609
Joined: Thu Jul 27, 2006 11:58 am

How to ask for help.

Post by mikeb »

We are more then happy to help you with any TimeTrex issues that may arise, but in order to do so we need as much detailed information as possible. Therefore, if you run into a problem with TimeTrex, especially during installation the following is all information that you should include in your post:

1. Clearly state what is happening, or what isn't happening that you feel should. If there are any error messages include the FULL EXACT error message.

2. Clearly state the EXACT steps you took before the issue occurred, or steps to reproduce the issue. Providing screenshots can help greatly if it is possible.

**NOTE: When providing screenshots please DO NOT crop or resize them as that may remove important information. For example an image of your entire screen can often tell us what operating system you're using, what web browser and what URL you are accessing, all of which may be critical information to help us resolve your issue. Of course feel free to black out any private information, like employee names or email addresses, however it can be helpful if you leave the first name, or the first and last letter visible so we can still differentiate between employees or at least reference them.


Providing Additional Diagnostic Information
If you would like a faster response to your question, or if you are asked to provide additional diagnostic information, please follow the below steps:

TimeTrex v15.x or newer:
1. Login to TimeTrex, click the "Help" (Question Mark) icon at the top right of the screen, then click "About".

2. Click the "More" icon (three dots) at the top right of the "About" window, then click the "Diagnostics: Enable" to turn on collection of additional diagnostic information.

3. Reproduce the issue you are experiencing problems with.

4. Go to "Help" (Question Mark) icon at the top right of the screen, then click "About" again.

5. Click the "More" icon (three dots) at the top right of the "About" window, then click the "Diagnostics: Disable" icon to disable collection of diagnostic information as its no longer needed.

6. Click the "More" icon (three dots) at the top right of the "About" window, then click the "Diagnostics: Upload" icon to securely send TimeTrex support staff the information it collected.

7. Let us know that the above steps have been completed and include the last 6 characters/numbers of the registration key displayed on the Help -> About screen.
TimeTrex v14.x:
1. Login to TimeTrex, go to Help -> About in the menu along the top of the screen.

2. Click the "Diagnostics Enable" icon at the top left to turn on collection of additional diagnostic information.

3. Reproduce the issue you are experiencing problems with.

4. Go to Help -> About in the menu along the top of the screen again.

5. Click the "Diagnostics Disable" icon at the top left to disable collection of diagnostic information as its no longer needed.

6. Click the "Diagnostics Upload" icon at the top left to securely send TimeTrex support staff the information it collected.

7. Let us know that the above steps have been completed and include the last 6 characters/numbers of the registration key displayed on the Help -> About screen.
By performing the above steps, TimeTrex support staff will have the best possible chance of helping you resolve the issue in a timely manner.

Please start a new topic for each individual issue that you have. DO NOT combine several issues into a single post if possible as that will just confuse things and make it more difficult to help you.
TimeTrex Community Edition is developed and supported by volunteers.
Help motivate us to continue by showing your appreciation!
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