Requesting support

To request support, report a bug or provide feedback:

send an e-mail to support@echoview.com
complete an online Request Echoview support form, or
call Echoview support (this is the best method for urgent support requests).

Note: The support to which you are entitled and the cost of the support (if any) is determined by the Echoview upgrade and support agreement (EUSA) you or your organization have with Myriax.

Sending an e-mail

Send your support request to support@echoview.com

Note: If you are reporting a bug or enquiring about a specific system behaviour you may find it easier to submit your request using a Request Echoview support form. This form prompts you for, and in some instances automatically captures, the technical details that the support staff will need to follow-up your request. Support requests submitted by e-mail and from a Request Echoview support form arrive in the same inbox and are treated with the same priority.

Completing the Request Echoview support form

Opening the form

If Echoview is running, click Request Support on the Help menu. The Request Echoview support form will be displayed and the text boxes that are used to gather information about Echoview and your computer will have been pre-filled.

Note: You can also open the form from the support page on the Echoview website, however the text boxes that gather details about Echoview and your computer will not be pre-filled.

Entering details of your support request

In the Enter details of your support request text box, enter your support request or a description of a bug. Provide as many details as practical including:

what you were trying do when the problem occurred
what actually occurred
what you believe should have occurred
the details of any error messages that were displayed (you can copy error message text by pressing CTRL+C when the error message dialog box is active)

Entering details on how to reproduce the issue

In the Enter details on how to reproduce the issue text box, enter a detailed (step-by-step) description of how to reproduce the problem.

Note: Whenever possible your description should include the names of the EV file(s) and/or datafile(s) you were using when the problem occurred. If necessary, we will contact you with details on how to provide data.

Entering a priority

Choose a priority for your request by selecting the appropriate radio button.

Entering Echoview details and contact details

Complete the following text boxes to identify yourself and the version of Echoview you are using.

Text box	Action
Echoview version	This will have been pre-filled if you opened the Request Echoview support form from the Echoview Help menu. If you need to add the version number, you can display it by clicking About Echoview on the Help menu. Note: Make sure you enter the version number from the machine on which the error occurred.
Dongle identifier	This will have been pre-filled if you opened the Request Echoview support form from the Echoview Help menu. If you need to add the dongle identifier, you can display it by clicking About Echoview on the Help menu. Note: Make sure you enter the dongle number from the machine on which the error occurred.
Name	Enter your name.
Organization	Enter your organization or company.
e-mail	Enter your contact e-mail address.
Telephone	Enter your contact phone number.
Fax	Enter your contact fax number.

Entering details about your computer

Enter information about your computer hardware and operating system in the text boxes provided. These text boxes will have been pre-filled if you opened the Request Echoview support form from the Echoview Help menu. If you have to enter the details manually, you should enter the Windows version number (e.g. 5.0.2195 Service Pack 3) in the Other text box. If the problem is related to the way Echoview displays information, you should also enter details of your video card and driver in the Other text box, see Identifying your video card driver.

Note: Make sure you enter the details of the machine on which the error occurred.

Submitting the Support request form

Click Submit to submit the Request Echoview support form. The Echoview Support Request confirmation page displays the details of the support request you submitted.

Making a support request by phone

To make a support request by phone, call Myriax between 9am-5pm (Eastern Australian Standard Time) or leave a message at any other time. You will need to provide the same information that is captured on the Request Echoview support form (see above).