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How to request technical support

If you you have a question about InstallMate 9, you can send an email to support@tarma.com.

We accept technical support requests subject to the following conditions:

Read the documentation We provide extensive documentation bundled with our products and also available online. Please use that first.
Current version of
InstallMate 9 only
We only accept technical support requests that apply to the most recent release of InstallMate 9. If you are using older version of InstallMate 9 or a previous installer product, we will just tell you to update your installers and try again.
Include your registration
information
When requesting technical support, please identify yourself by including the Registration information that you will find in the Help > About InstallMate dialog box in InstallMate Builder.
Be specific Do not say "it doesn't work" or "my application does not install". We need at least the information listed under What to include. Failing that, we will just tell you to go back and collect the information that we need.
Meaningful Subject: line Do not send email messages with a subject line of "Help" or "Bug in IM9" or even a blank line. We need a specific line such as "Installation fails if user does not have Administrator rights on Windows XP".
Do not recycle subject lines If you have a new request, create a new message with a new and meaningful Subject: line. Do not keep adding to an old message over and over again.
Keep attachments small Our email server rejects all email messages larger than app. 5 MB. Keep it small and concise, and use Zip or 7Zip compression for larger attachments.
Correct reply address Make sure that your From: and Reply-to: addresses are correct! Each month we receive several messages that have incorrect return addresses, which means that our replies will never reach you.
Do not bounce our replies Ensure that your mail server doesn't bounce or silently discards our replies. We don't send executable attachments and don't send out spam. If you want to filter spam, please base your filter on IP addresses, not on "from" addresses. "From" addresses are trivial to forge, so they don't really mean much. IP address filters are much more reliable.

What to include

In your technical support request, include all of the following that apply.

Important: It will save you a lot of time to include as much information as possible when you lodge your support request, because otherwise we'll just get back to you and ask you for the information that you should have provided in the first place.

Your registration
information
When requesting technical support, please identify yourself by including the Registration information that you will find in the Help > About InstallMate dialog box in InstallMate Builder.
Synopsis A short summary of the problem you are experiencing. If there are any error messages, include those as well.
InstallMate version The version of InstallMate 9 that you are using; use Help > About InstallMate to get all the details.
Windows version The version of Windows (including any service packs) on which the problem occurs.
How to reproduce Describe how we can reproduce the problem. This is very important; if we cannot reproduce the problem, we cannot solve it either.
Why is this a problem? Explain what the problem is and why you consider it to be a problem. A considerable number of so-called "bug" reports are actually intended features.
What do you expect instead? If you think there is a problem, then explain what you think should happen instead, and why that should happen.
Project file Include the .im9 project file that illustrates the problem (not the .iw9 workspace file!).
Build log file If the problem concerns a build problem, you must include the build log file.
Installation log file If the problem concerns an installation problem, you must include the Setup log file of a failed installation or uninstallation.
Screen shots If possible, include screen shots that illustrate the problem.