How to submit a Support Request

In case of any troubles with WebOffice, your corresponding WebOffice support team will be happy to support you as well as in any way possible, assumed to a valid maintenance agreement with your WebOffice support team. In order to support you as quick and efficient as possible, please check some details before requesting support.

Software version + Build

In the SynAdmin Administration Tool you will find the corresponding Version and precise Build date in the License-Tab.

Detailed description

Please give a detailed, step-by-step description of the problem. It is important for your WebOffice support team to replicate the problem (either with own data or with the customer's data). If possible, provide screenshots of the single steps you have made.

Logfile

By using specific log categories it is possible to get detailed information about a specific error in the log file. Attach this WebOffice log file to your support request. See chapter Synadmin - Logging Tab for more details about logging.

The log file is located at: C:\Tomcat\webapps\<WebOffice Application>\WEB-INF\work\WebOffice.log

Project/Application configuration

For replication of the issue with the same settings please provide xml files of the project and/or application configuration. You will find it in WEB-INF Directory.

On demand please prepare the following information:

Customer's data

For replication of the issue with the same data please provide an extract of your data and attach it to your support request. By creating a MPK (map package) you can provide data and MXD. Your WebOffice support team will keep the customer's data in confidence.

Plot layouts

Also provide your plot templates from the path configured in Server Object Extension when having problems with printing.

System information

On demand please provide some system information to your WebOffice support team. You can easily find an overview in Synadmin - System Tab, just export as text file and attach it to the support request.

Request WebOffice Support

Since you are already on support.vertigis.com/hc, you are only a few clicks away of submitting your WebOffice Support Request.

The first step is to click on Submit a request next to your name in the upper right corner.

After that you will be able to choose a product family: