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What information is needed to submit a ticket?

To help us resolve your problem quickly, please be ready with the following information when you submit a ticket:

  • Your computer environment (e.g., Windows 7, Windows 8, browser details)
  • Note whether the problem occurs in Browser client, Desktop client, or both.  Be sure to give us the exact version of the Desktop software that you are running.
  • Try to recreate the problem in your sandbox, if you have one.
  • Clearly document the steps for recreating the problem.
  • Gather any relevant trace files, screen shots, log files, etc.
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