Support Incident Report Form

You must have a valid SupportNet contract to submit a Support Incident to DAW Support Services.

If your browser allows cookies to be stored, this form will use a cookie to store your information. This makes repeated use of this form easier, since you will not have to retype the first 6 fields of this form each time you access this form. Click here to learn more about cookies

If you wish to report a bug or suggestion and do not require feedback, such as a workaround, you may use the Bug/Suggestion Report Form instead of this form. Find out more about DAW SupportNet on the SupportNet home page.

Please check the BugTracker and Knowledge Base tools to check for known reports of the problem you are experiencing prior to submitting a report to DAW. In addition, please test the behavior you are reporting in the latest available product revision to see if the issue is resolved in that revision.

If you call us directly rather than submitting an incident report online, you can print out this form as a guideline of what questions will be asked when you call us.

Please report only one problem at a time with each report submission.

Fields that are preceded by an asterisk (*) and are in teal type are required. Please fill in all applicable fields.

1. * First Name:
2. * Last Name:
3. * Email Address: Please make certain that the email address you provide here is correct.
We will use this email address if we need to contact you regarding the report you are submitting.
4. * Company Name:
5.    SupportNet ID:
6. * Serial Number:
7. * Product & Revision: Visual DataFlex Revision: Supported Product List
DataFlex Revision:
Connectivity Kit Type:     Con. Kit Revision:
If you are using a connectivity kit, please specify which product and revision you are connecting to.
     For example: "Microsoft SQL Server 2005" or "Crystal Reports XI"
8.    Product Subcomponent (e.g. Database Builder, Studio, Runtime/Packages, Studio):
Revision:
 
9. * Operating System: Windows Revision: Service Pack:
UNIX System: Revision:
LiNUX System: Revision:
Other  Specify:
     
10. * Remote Access: Remote Access Product Used: Supported Product List
 
 
11. * Problem Description or Question:

Please provide as much information about your question or problem as possible. The more detailed the information that you provide to us, the better the chances that we will be able to help you. If we are unable to reproduce the behavior you are reporting using the information you provide, we will not be able to log and fix the problem, or suggest alternative solutions.

You can view our complete Support Communication Guidelines here.

  1. Provide the exact steps needed to reproduce the problem.
  1. If the problem is a programming problem:
Provide a sample program or sample code that reproduces the problem. Our support staff should be able to quickly reproduce the problem using the sample you provide. If this is not the case, we will not be able to help you. 

The sample program that you send us should:

  1. Compile without errors (unless, of course, a compiler error is the problem).
  2. Be as small as possible while still demonstrating the problem in question.
  3. Reproduce the problem exactly when executed using the steps you provide.

If you are using Visual DataFlex, here is a good method to create a sample program to demonstrate a programming problem:

  1. Create a new workspace (using Database Builder or the VDF Studio).
  2. Copy files and/or components to the new workspace until you can reproduce the problem there.
  3. Zip up or otherwise archive the workspace (including subdirectories)
    TIP: You can usually drastically reduce the size of the archive file by removing the compiled programs from the Programs subdirectory and .prn files from the AppSrc subdirectory of the archived workspace.
  4. Attach the zip or other archive file to this report (at bottom of report).
  5. You generally do not need to provide us with any Windows Registry settings for your workspace, unless your program specifically reads from or makes changes to the Windows Registry. If this is the case, please provide details regarding these Registry accesses in your problem description.
  1. If the problem is a documentation problem:

Provide the following information:

  1. Where, in detail, is the issue or item documented?
    (for example: VDF 11.0, Class Reference, DataDictionary class section, Changed_State property).
  2. How is the actual behavior of the documented issue or item different from the documentation?
  3. Provide sample code, if applicable, that allows us to reproduce the changed behavior you are reporting. If you are providing sample code, please follow the directions in steps 1 and 2 of this report section (section 10) above.
Enter Problem Description or Question here:

TIP: If this form is too small to conveniently enter your problem description, use another plain text editor (e.g. Notepad) to author your text, then copy it into this form.

12. Attach a file to this report
You may attach a file to this report.     
13. What type of Support Incident Report is this?     Question/Problem Report     Bug Report     Suggestion Report