[Toc][Index]

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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