What information do you need for your support request?

1. USB Security key serial number: six digit number located on the physical USB security key (typically 264 xxx).
2. Operating System your computer uses (Windows XP, Vista, etc.)
3. Product version: located in the Help > About menu. (like: 2.3.49)
4. Indicate if you are using a remote desktop / virtual machine or neither.
5. A description of what you did before the problem occurs.
6. The exact wording of any error message you see.
7. For model specific questions please also attach the .SVM model file:
   

   1. Open the model in SVOffice and go to File > Open Model Directory. Attach the .svm file.
   2. Also attach any .tri (initial conditions files) associated with the model.

8. For installation issues please also include the following:
   

   1. Open SVOffice and go to File > Authorization. Click on View Log. Copy and paste the text of that log into the email
   2. Open your web browser and go to the following webpage:  http://localhost:1947/_int_/devices.html .  Take a screenshot of this page and include it in the email