How to Ask a General Question
A general support question is a broad inquiry generally related to the use case of one or more Microvellum software products, software features, product library data, and/or accounting details. Those who submit general questions are typically seeking answers or clarification about various aspects of the software.
These questions can encompass a broad spectrum of areas, including, but not limited to:
• How do I install my software?
• What are the system requirements?
• How do I update to the latest software build?
• How do I update to the latest library build?
• How do I create a sandbox environment?
• How do I connect Microvellum to my new CNC machine?
• How do I create a backup?
• How do I add an additional software license?
• How do I pay my support renewal?
The following steps will guide you through the process of requesting a software build update:
- Begin by visiting the Microvellum Client Portal at http://portal.microvellum.com and navigate to the "My Cases" section. Here, you'll find the "Open a New Case" button conveniently located in the upper-right corner of the page.
- In the case submission form, write a concise and descriptive case title that summarizes the primary issue or topic of your support request.
- From the "Reason for Request" drop-down menu, select "Question”.
With this selection, you'll notice four additional fields appearing within the case submission form:
- In the Product Affected drop-down menu, select the product your problem is related to. Note that this is not a required field.
- Please input your current software build number (e.g., 23.1.0811.641). To locate this information, navigate to your Toolbox palette or help drop-down menu and select "About Microvellum." The build number can be found at the top left of the user interface.
- If your question is related to your product library, provide your current product library build number. (i.e., 23.0609) To determine what product library build you are running, open your Toolbox application and reference the Toolbox palette. Your “Current Library” build number is displayed in the palette.
- If your question is causing your production to be shut down, click the “Yes” radio option. Keep in mind that a Production Shutdown is characterized by the inability to produce a fully tested product or operate your software across all workstations. If you can still maintain production, employ a workaround, or utilize an alternate workstation to complete the task, it is not necessary to mark "Yes" in this field.
Use the comments field to provide additional information and details about your general question.
Conclude the process by clicking the "Create Case" button to submit your request.
Please be aware that support cases are addressed on a first-come, first-served basis. Your ticket will remain in the "In-queue" status until an agent is assigned to your case.
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