What We
Need From You!
If you need to submit a support request, please be ready
to provide the following to help expedite the process:
- contact details - name, email, telephone, company name
- the serial number of your license (e.g. #2XXX-XXXXX) if you are a customer.
- Product with version information
- Operating system platform
- Detailed description of the problem
- Include the file if possible
- Email is best - We prefer support requests in English
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Troubleshooting Advice
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Are you having conversion
problems?
If you
experience problems while converting a file, please contact us for
troubleshooting advice. While rare, such problems
can be caused by several factors. Sometimes just one incorrect setting can
cause a poor conversion. Please let us help fine-tune your
results.
Before contacting us, be sure to consult the
FAQ page and the application's Help system for common problems and solutions.
If you have a file that
will not convert or you are not satisfied with the results, please send us the
problem file. Simply attach it to an email and send it to
support@visual-integrity.com along with a
description of the problem and your contact details.
Important!:
- When you send the
file, please also provide a detailed description of what the problem
is: for example, "The text in the WMF output looks bad" or "The SVG doesn't
render Ok in our XSL-FO engine" or "I lose formatting in the ASCII
output". Information on where and how you need to use the output is
also very helpful.
- Anything you send us will be treated confidentially
and will be used exclusively for testing. At your
request, we will verify in writing that the file has
been deleted from our server once your problem has been
resolved.
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