Before Reporting any
issue or problem - please ensure you have the latest
release of the product to which you are entitled - the
problem may already have been resolved !
How to avoid your email being
mis-identified as spam !
We have aggressive spam filters in place -
ensuring you mention one of our products in the 'Subject'
field of your email, our spam filter will treat your email
as genuine - otherwise it is very very
likely to be deleted.
Naturally we hope your need for support will be
minimal if not non-existent, but we live in the real world, and
should there be an occassion when you need our help - we will be
here to offer it!
Due to the extreme levels of spam we are
receiving via our support email address (over 8000 daily) all
support is now primarily provided via our Tracker
Forums , this allows us to provide support quickly and
efficiently without the problems associated with Spam Filters and
Privacy, if you cannot for any reason register/login to our forums
- you can of course email us general
problems here - or PDF-XChange Viewer
problems here - but please ensure you leave the subject
in tact to ensure our spam filters do not delete your email, PDF-XChange
Viewer problems are best sent if possible using the option in the
'Help Menu - Report A Problem' PLEASE.
To access the Tracker Support Forum please click here.
All support requests are
treated equal - whether you own a product or are just using the
demo version, simply because if you find a problem, it
benefits all users if we know and can rectify it.
PDF-XChange V3 serial numbers :
If you are having problems using your serial
number to remove the demo stamp on output - Please Copy/paste this
in the installer - dont type - almost certainly you have not
entered it correctly !!!
One Exception to the above - if
you own PDF-XChange 'Pro' and your serial number begins 'PXC..' -
you do need a new serial number to use PDF-Tools. Please contact
us for this to be re-issued.
Telephone calls for support are not
encouraged, our support staff are located in 3 differing
locations, the UK, Ukraine and North America. Depending
on the nature of your question and the time of day posted - it
could be answered by a member of staff in any one of these
When requesting support - it is important you supply us with not
just a description of the problem, but some basic information of
the environment the software is operating in as this often has a
direct bearing on the resolution!
Minimum Information Required:
Your serial # or receipt # or specify 'demo' Version
The Version of Windows being used (W95/98/ME, NT, W2000/XP etc)
Product Version (generally available from the 'About' Screen)
(If a printer driver this will be available from the Printer
Please dont post serial number/License Info on our forums - or in
your sample applications (software Developers versions) - if you
are having a license related issue - email Upgrades@docu-track.com
for supporty, providing all your purchase info - not just your
Licnese and serial number.
If requested to send a sample file or image - please, please do
archive (ZIP) it before emailing as this saves us all time! EXE
files will be rejected unless wrapped in a archived file.
If using an SDK (software developers kit) please do tell us what
development software you are using and post code snippets or
sample projects when ever possible and relevant.
We also recommend you to look at the article How
to Report Bugs Effectively which may help you to ask for help
and receive it much quicker and efficiently.
Tracker Software Products LTD.