Write to Support

The quickest way to get support, is to write an email with the best possible description of your problem. Please note that sending a crash report is not the same as contacting support (read more about this here: Crash report, if you want immediate help you still have to contact support as described here! 

To get support please reach out to us via email civil.support@trimble.com.

Subject

• A short header for your request.  I.e. “Problem editing road surfaces”

E-mail context

• • Provide a brief description of your issue. The more detailed, the better.
    Screenshots showing the situation and/or error messages are also helpful.
    If you'd like, feel free to draw lines on your screenshots to illustrate what you mean.
    
    If possible, also please give us some “steps to repeat”…
    
    

  • Add information about software versions, both CAD-version and Quadri/Novapoint version. The complete version names can be found by clicking "About..."

Contact Information

Don't forget to tell us who you are.

• Name

• Company

• Phone number

• E-mail address
  
  

"Extras" - Provide a datamodel for us to investigate or work with

Some cases are clear to understand from the request, and we may quickly determine where the problem may be located, or what you need to do. But, in most cases adding some supporting datamodel will go a long way and help us get to the best possible response to you, reducing your waiting time.

Add a dataset/model for us to work on by using the Upload to Support functionality in Quadri. Remember to also add a descriptive text so that we can find the task in question and so that we understand the problem you experience (ref. above).

Did you forget to add something? Please just respond to the email confirmation you was sent when we received your first request.

If you sent a crash report

If you sent a crash report from the program, please write exactly when this was sent. If you didn't describe the problem precisely in that report, please do that in the email, following the description under from point 5.

If you have not sent a crash report

1. Find the location of a workset, send this with the email (this is not a big file with the data set, it contains only the information we ask for in pts 2-4) and go to point 5. Or continue with the next point.

2. Write which client version you are using. You can see how to find it here: Find the client version.

3. Write which server the project is on. Please give the IP-adress (in the form 111.222.333.444) or the domain name (in the form OurServer.quadri.cloud, OurServer.OurCompany.com or something like that). If you write only "our external server", we will waste time trying to guess which server you mean. If you write "the same server as last time", we will also need to use unneccessary time to find your last support case and search for the server name there.

4. Write what the model name and the project name are.

5. Write exactly what you where trying to do when the problem occured.

6. Write what error message you got? If the error message is a "smiley face" or simply says this is a crash or "Operation failed", press the "See details" button until you get some lines with the detailed error message. Include the first 20 lines of this in your email.

7. Send the email to: civil.support@trimble.com.