If you are having a problem using one of Ternion’s off-the-shelf software products, help is available from our Technical Support department by following the instructions contained in this topic. To receive help, you must have an active subscription license to the products.
If you are a user of one of Ternion’s custom simulations, support is usually provided through a separate support contract and not by our Technical Support department.
Before you contact Ternion Technical Support, please follow the steps listed below. You may be able to resolve your problem quickly by yourself.
- Make sure the problem is with the simulation and not with your computer. Problems executing a simulation can occur if your computer does not meet the system requirements specified by Ternion, your computer is not configured properly, or the simulation was not installed properly.
- Consult the documentation that came with the simulation to be sure you are using the product properly.
- Make sure you can reproduce the problem quickly and consistently using the simulation with only the plug-ins and the scenario datasets that were supplied with the simulation. You should be able to reproduce your problem with a very simple scenario, ideally a scenario based on one of the tutorial scenarios described in the simulation documentation. If you cannot reproduce the problem in this way, the problem may exist in a custom plug-in that has been added to the simulation or in custom input data you have added.
- Make sure the problem is with the simulation itself and not with one of the example models that are bundled with the simulation. If an example sensor model won’t detect or an example platform model won’t move as you expect, the problem is almost always with the example model and not with the simulation. The example models that are bundled with the simulation are just that – examples, and they are not officially supported. We are grateful when someone points out a problem with an example model, but we make no commitment to correct such a problem. The source code to the example models is provided with FLAMES development configurations to allow you to correct or enhance the models as you desire.
If the problem still exists after you have taken these steps, please send us the information listed below. Please note that much of this information is required to allow us to reproduce the problem quickly and consistently using our computers and our copy of the simulation. If we are unable to reproduce the problem you are having quickly and consistently, we will not be able to resolve the problem.
- Your product License number.
- Your name, phone number, e-mail address, and mailing address.
- Your computer’s Host Name and Host ID. (This information is displayed by the simulation installation program. It can also usually be found in your product license file.)
- Your computer’s make, model and serial number.
- The name and version of your computer’s operating system.
- The name and version (32 or 64-bit) of the specific application you are using (such as FORGE or FLASH).
- A description of the simple scenario you are using to demonstrate the problem (if applicable), including a list of the datasets in the scenario. Most, if not all, of these datasets should be datasets supplied with the simulation.
- An exact copy of any input data or data files that are required to reproduce the problem if the data or files were not supplied with the simulation. Large files and binary files may be uploaded to Ternion’s FTP site. Please contact Ternion Customer Support for instructions.
- A step-by-step description of how to reproduce the problem.
- A complete description of the problem, including the full, exact text of any error messages that are generated.
- The severity of the request (High, Medium, Low).
- Latest date you need a solution to the problem.
After you have gathered all the information that we require, you may provide it to us using one of the methods listed under How to Get Support.