Support Hours & Contact Information

Created by PSIGEN Software (Unlicensed)
Last updated: Feb 01, 2019 by Mike Workman

Introduction

PSIGEN Resellers are the primary avenue for the first line of support on our capture, scanning and document management products. Should you have any additional questions or cannot reach your reseller, you may contact us at:

Email: support@psigen.com  |  Phone: 949.916.7700 ext. 2

Between the hours of 5:00 AM and 5:00 PM PDT, Monday – Friday (except US holidays as noted in our published /wiki/spaces/KB/pages/49217538.

Reporting Issues

The following information is needed for the Support Staff to expedite resolving your issue:

  1. Your contact: your name, company name, phone number, and email address
  2. Your reseller: company name and contact info
  3. What Operating System are you using?
  4. Products:
    1. PSIsafe
    2. PSIcapture
  5. What version of the software are you currently using?
    1. PSIsafe Client:
      1. If the application is running, open the PSIsafe client adn the version will be displayed at login screen.
      2. If the application is not running, go to:C:\Program Files (x86)\CNG\CNG-SAFE\CNG.Safe.Client.exe.
        1. Right Click > Select Properties > Details
    2. PSIcapture:
      1. If the application is running, go to Help, About (bottom right-hand corner).
      2. If the application is not running, go to C:\Program Files\PSIGEN\Capture (or C:\Program Files (x86)\PSIGEN\Capture on 64 bit systems), right mouse click on PSICapture.exe and select Properties, Details.
  6. Issue details: Please provide a detailed description of the steps taken leading up to the issue
  7. Provide us with a screenshot of the error (optional)
  8. If the error message has a "Details" button, copy and paste the contents of the error window into a new text document and include that document with your submission.
  9. Provide us with the appropriate log file(s) necessary to get error messages and ascertain the problem. If you are not sure which log files relate to your specific issue, please include the entire set.

Locating Log Files

If you need assistance locating the log files please refer to the product specific articles documenting the log file locations:

Summary

Should we determine additional testing is required, a support representative will follow up with you to request Document Types, sample images and any other information relevant to the problem at hand.

Thank you in advance for your cooperation in helping us serve you better!



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