Paths to a Quick Solution

Over the last decade we’ve made more than 100 updates to our programs based on suggestions from users in more than 80 countries. In addition to more than 100 added features, last year users reported less than one bug per 2,000,000 documents created, a ratio we expect to at least double this year. Our Diagnose and Fix process below is designed to get a customer facing a problem up and running as quickly as possible. It offers three different approaches designed for differing customer needs. The approaches are based on more than 15,000 service calls over the years and are intended to solve a problem in 15 minutes or less. Each approach is designed for non-geeks, so have no fear.

This Portal

This page presents eight different approaches to solving an issue using our software. Because there are no currently reported program bugs, the odds are that trouble is based on an environmental or user issue. No matter, we’re here to help and will do whatever in necessary to clear a problem. Scroll down to see: an interactive graphical tool to suggest fixes based on specific symptoms, buttons to select symptoms, references to our expert manuals and enormous Knowledge Base, at the bottom a few Quick Tips, and, along the way our new Artificial Intelligence guide that listens to questions and answer in scores of languages. If none of those work for you, we also offer free or fee-based help from our team on the Service Desk  Choose the tool that best fits you!

The User Guide

The User Guides that are packaged with each software download are the ultimate how to manuals, designed to explain each and every step necessary to operate the more than 120 features included in our programs. They also include step-by-step Lessons with instructions and graphics. The download or online  (the non-paper) versions are keyword searchable using your computer’s FIND command. Current versions of the Manuals (there are typically 4 – 5 for each program and range from one page to hundreds) are available by downloading the program or from the Knowledge Base.

The Knowledge Base

The Knowledge Base. contains more than 600 subject-specific articles and videos that cover every aspect of our software. It is organized into three different formal teaching courses, hundred’s of ad hoc examples, and scores of what to do when things don’t work. It’s been used more than a million times and is easily one of the resources most appreciated by our customers, both new and expert.

Knowledge Base

Our New Diagnostic Assistant

This is our new intelligent assistant, here to help you by providing an alternative to reading every page, FAQ, or even clicking on the graphics lower on this page. Ask questions on diagnostic and technical problems and it will work hard to respond with a helpful answer in any of scores of languages. Meanwhile our free Service Desk and online Chat service for general information remain at your service.

Our assistant is new to our business and will grow rapidly with experience.

Diagnose and Fix

Here’s an interactive graphic approach to a diagnosis. Just click on the green box that comes closest to describing your situation.

Or, scroll down the page just a bit further for a textual approach.

Before going further, though, review Quick Tidbits at the bottom of this page

Guided Self Help

Following this self help process clears significantly more than 90% of all user-reported issues. Just take your time, don’t rush and follow the suggestions carefully. If you spend more than 15 minutes on this and are still stuck, ask for help from either the Free Service Desk or the Custom Call programs using the buttons to the right.

One Feature has issues
One Form has issues
All Forms have issues
The program stopped working
Installation/Activation Issues
I don't know what to do...

Service Desk

Both the Free Service Desk and a Custom Call will solve your issue. They’ll both take about the same amount of time and receive the same level of attention from our Techies. The difference is the free approach will ask that you generate the information we need to diagnose the problem; in the paid version, we’ll do that. Either way, we’re delighted to help. Your choice.

Please Note: Our offer of free support from the team on our Service Desk extends to our customers on a direct basis only. We have found it terribly inefficient to support external IT consultants attempting to act as intermediaries. We ask that they understand and refer and encourage our customers to work directly with us. For external IT providers who feel they cannot do so, we’re pleased to include them when using our Custom Call service.

Free Service Desk
Paid Custom Call

Quick Tidbits

 

What to do when Microsoft security blocks installation, click here.

When the program’s Tab is missing from Word’s Menu Bar, go here.

When “gibberish” code is all over your form, here’s the quick solution.

For an update on the Microsoft bug that prevents the Sets function from working, see this.