Useful Information to Send When Requesting Support

Edition dated 2 April 2019

We will do our best to support you whatever information you send to us. However, the more of the following information you can give us, the more helpful our reply is likely to be!

1. Your Organisation/School name and Location as per your licence details.
   
2. Your phone / email / name for us to contact you.
   
3. Are you in mid-install, or has the program suddenly malfunctioned after working for a period? Have you migrated servers recently, or otherwise made changes?
   
4. Tell us about your infrastructure: What server / client OS you have, wired / wireless / both wired and wireless. Physical or virtual server/clients? Terminal Services? Is it a non-standard Windows network (e.g. Ergo, CC4)
   
1. Which manager release you are using? (this is shown on the top menu bar, or in Control Panel add/remove programs: Look for “White Space Network Management XXXX, where XXXX = version number)
   
5. 
   Screenshots / details of any error messages seen can be invaluable.
   
6. Check your server Event Viewer Windows Log / Applications for any errors. Screenshots of suspect areas may help us to pinpoint the issue. Screenshots of each line of the expanded server registry entries (for the server hosting the wordshark-shared) contained within HKEY_LOCAL_MACHINE\SOFTWARE\[Wow6432Node if a 64 bit machine]\White Space Ltd\Networks\Wordshark 5
7. Tell us whether the manager, service and wordshark-shared are all on the same server or otherwise
8. If you can sign into Wordshark as an administrator:
   

• Go to Help / About menu and quote the exact release, e.g. Wordshark 5.005.05-12. It is particularly helpful to include a screenshot (see screenshot example)
  
• Go to the Admin / Advanced Features / Create a zipped copy of the wordshark-shared folder menu and choose the ‘anonymously’ option to remove personal data. A zipped folder is created on your Desktop. Please email this to us, if possible even before phoning. 
  
• Otherwise, find the wordshark-shared folder on the server, zip the whole wordshark-shared folder & email to us. If too large and any of the following are present within this folder, please zip these up as a minimum:  (a)  “Diagnostics” folder  (b)  “Config” folder  (c)  “D9SLD83.xml” file
  

Contacting Support:

UK Phone:  020 8748 1170   (Normal national rate, NOT a premium rate number)

Outside the UK: (+44) (0)  208 748 1170 

Email: support@wordshark.co.uk 

Skype: wordshark.support  (by prior arrangement only, e.g. via email)

Opening hours: 9-5 UK weekdays. “Out of hours” calls 8am to midnight UK time may be arranged if needed.

If phoning us, please be ready to leave your name and contact details and best times/means of contacting you, as we may be helping other customers.

Tell us if you are a visiting technician with a specific visit timeframe.

We can contact via email, Skype, landline and (UK only) mobile phone. We can offer remote internet support via www.logmein123.com if your security policies allow this.