Troubleshooting > Contacting Technical Support > Technical Support checklist |
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Technical Support checklist
If you still need help, use this checklist to prepare for a call to Macromedia Technical Support:
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Define the problem before you call. Be able to repeat the steps that led to the problem and identify when and how the problem occurred. The support representative needs your help to understand the problem and help you solve it. Turn on your computer and launch the application, if possible. |
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Do not call from a cellular phone while driving a car. |
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Do not use a throw-away calling card that is likely to expire before you complete the call. |
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Have a pen or pencil and paper to write down instructions from Technical Support. |
Gather the following information before calling Technical Support:
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Product name, version number, and serial number (or incident number or customer number) |
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Type of computer: such as Pentium, Cyrix, or PowerPC |
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For printing problems, the printer brand, model, and driver; the PPD in use; and any printer-generated error messages |
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Amount of installed memory (for Macintosh, amount of memory allocated to FreeHand) |
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Amount of free hard-disk space |
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Screen resolution (screen size in pixels, such as 1024 x 768) |
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Screen color depth (number of colors or bits, such as 256 colors or 8-bit color) |
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Graphics card manufacturer, model name, and driver version number |
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List of external devices connected to your computer |
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Brief description of the problem or error and the specific text of any error messages |
Providing this information will help the Technical Support representative pinpoint and solve your problem quickly.
Guide to the Technical Support phone system
To quickly reach the support representative best qualified to answer your questions, please refer to these tips for navigating the Technical Support phone system.
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For the fastest response, enter a valid customer number, incident number, or numeric digits of the product serial number. Press the pound (#) key after entering either of these numbers. If you're entering a FreeHand 9 serial number, omit the leading FHW (Windows) or FHM (Macintosh), begin with 900, and omit all dashes. When you press the pound (#) key, your call is placed in line for the first available Technical Support representative. |
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If you are a registered user, your record automatically appears on the Technical Support representative's computer screen when he or she answers your call. |
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If you entered your customer number and you have registered two or more Macromedia products, your call is forwarded to the Macromedia Products menu. |
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If you do not have a valid customer number, incident number, or serial number, please wait until a Customer Service representative answers to help you resolve these issues. You will then be connected with a Technical Support representative. |
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