How to Submit a General Problem
A general support problem is a broad inquiry generally related to the usability of one or more Microvellum software products, software features, product library data sets, and/or accounting details. Those who submit general problems are typically seeking assistance, clarification, or information about various aspects of the software. These issues can encompass a broad spectrum of areas, including, but not limited to:
- Usage & Features: Issues related to the usability of specific features, functions, or tools within the software and/or product libraries or expansions.
- Error Messages: Seeking help with error messages to discover their meanings and/or troubleshooting steps.
- Performance & Stability: Issues related to software performance, speed, or stability, including slow performance or frequent crashes.
- Data Management: Issues creating data backups, restoration, or other product library data within the software.
- Customization & Configuration: Issues preventing you from customizing your preferences or configuring your software to suit specific needs.
- Account & Access: Issues related to user accounts, login problems, or access permissions.
- Billing & Payment: Issues regarding your billing, invoices, payment methods, or subscriptions.
The following steps will guide you through the process of requesting a software build update:
1. Begin by visiting the Cases 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.
2. In the case submission form, write a concise and descriptive case title that summarizes the primary issue or topic of your support request.
3. From the "Reason for Request" drop-down menu, select "Problem”.
With this selection, you'll notice two 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 problem 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 problem 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 problem.
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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