If you think you need technical support, either online, by fax, or by phone:
1. Read everything about the problem in the users guides and the online help.
2. Check the index for more references to the topic. More information on a procedure or feature may be found in a separate section.
3. Review the "Tips & Tricks" guide and Chapter 3, "Troubleshooting," in "Using Authorware."
Most of the problems you run into can be solved by following those three steps.
If you still need help, a little advance preparation can save you time and money and allow the support representative to help you faster. Before you contact technical support, try the following:
If something used to work, think about what may have changed. Perhaps you installed new software or changed some settings.
Try creating a new file and reproducing the problem there; if the problem goes away in the new file, compare the new file with your old file to find and eliminate the differences.
Try to define the problem before you call so that you can repeat the steps that led to the problem and specifically identify when and how the problem occurred. The support representative needs to know exactly what the problem is in order to provide help.
For faster service when you contact technical support, be ready to provide the following information:
1. Product name, version number, and product registration number
2. Type of computer, such as 386 or 486, local bus or non-local bus, Quadra or PowerMac
3. Amount of memory installed
4. Screen resolution (screen size in pixels, for example, 1024 by 768)
5. Screen color depth (number of colors or bits, for example, 256 colors or 8-bit color)
6. Amount of free hard disk space
7. Graphics card manufacturer and model name
8. Sound card manufacturer and model
9. Version of DOS and Windows or Macintosh System
10. A list of external devices connected to the computer
11. Brief description of the problem or error and the specific text of any error messages
Please note that technical support can answer questions relating to specific features of the product.
For help in debugging, designing, or creating your application, contact Macromedia Professional Consulting Services.
