Technical Support
Before You Contact Us
Before contacting us for support, please check this help file, the
Reference Manual and other documentation for answers to your question. If
you can't find what you need, try searching this help file. If you're
having trouble getting CMD.EXE to run properly, review the information on
Error Messages, and look through the README.TXT file for any last-minute
information.
(If you need help with sales, ordering, shipments, brand codes, or other
similar non-technical issues please contact our Sales and Customer Service
department. See Contacting JP Software for our addresses.)
If you do need to contact us for support, we can do a much better job of
assisting you if you can give us some basic information, separate from
your interpretations of or conclusions about the problem. The first four
items listed below are essential for us to be able to understand and
assist you with your problem:
» What environment are you working in? This includes the operating
system version are you using, the version of the JP Software
product involved, and related information such as network
connections and the name and version number of any other software
which appears to be involved in the problem. Use the VER /R
command to determine the CMD.EXE version and operating system
version.
» What exactly did you do? A concise description of what steps you
must take to make the problem appear is much more useful than a
long analysis of what might be happening.
» What did you expect to happen? Tell us the result you expected
from the command or operation in question, so that we understand
what you are trying to do.
» What actually happened? At what point did the failure occur? If
you saw an error message or other important or unusual information
on the screen, what exactly did it say?
» Briefly, what techniques did you use to try to resolve the
problem? What results did you get?
» If the problem seems related to startup and configuration issues,
what are the contents of any startup files you use (such as 4START
and 4EXIT, and CMD.INI), any batch files they call, and any alias
or environment variable files they load?
» Can you repeat the problem or does it occur randomly? If it's
random, does it seem related to the programs you're using when the
problem occurs?
Online Support
Support for CMD.EXE is offered via our online support forum, where our
support personnel can read and respond to your messages, and other users
can respond as well. The forum is accessible via several methods; for
complete details and access links see the support area of our web site at
http://www.jpsoft.com/.
A number of other support resources are available from our web site,
including error message listings, documentation files, product histories,
technical tips and discussions, other technical information, and links to
other companies' sites. We update this information regularly, and we
encourage you to check the Technical Support area of the web site to see
if the information there will address any questions you have.
If you are unable to gain access to the forum, or you need to include
confidential information in your support request, contact us via email at
support@jpsoft.com and we will assist you in resolving the problem with
forum access, or assist you with your request privately if appropriate.
Please do not use this address for standard support questions which can
be posted on the forum.
Technical support messages should be sent as standard ASCII text. Please
do not transmit attached files, binary files, screen images, or any file
over 10K bytes in size to any of our electronic technical support
addresses unless asked to do so by our support staff.
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