New TracePlus FAQ Started

We have created a FAQ to answer common questions about how to use TracePlus products.

The FAQ is available here. The FAQ page can also be displayed by clicking on the FAQ button in the leftmost column on any page in the Web site.

We will update this FAQ on a regular basis, so keep it bookmarked for future use.

Length of Support Period

One month free technical support is provided with each purchase starting on the date of purchase.

TracePlus® Product Updates

A list of bug fixes for each version is posted on our Web site whenever a update is released for any of the TracePlus® products. You can also determine the most current version of your product as well.

Click here to go to the Updates page. The Updates page can also be displayed by clicking on the Updates button in the leftmost column on any page in the Web site.

Having trouble capturing a particular Win32 application?

If you report a problem with an particular Windows application, we can provide a solution 90% of the time in 72 hours, as long as you can provide a copy of the application in question (if we don't have it already). This offer is NOT limited to the 30 day support period.

Please make sure that you have read the PDF documentation and checked out our FAQ before giving up and calling us.

THE FINE PRINT: Windows NT services and large server applications are excluded from this offer. If the problem is caused by a new operating system release, the fix may be subject to obtaining (or purchasing) a software upgrade, depending on our current upgrade policy.

Obtaining Technical Support

For your convenience, technical support for all TracePlus products is available Monday through Friday from 10:00 AM to 6:00 PM Pacific Standard Time.

IMPORTANT: Because of the nature of our products, we get a sizeable number of general programming questions like "How does that xxxxx feature work?", or "Can you tell me how to hook Winsock calls?". It is our policy, and in fairness to our customers and those who have specific issues with our products, that we do not answer these questions. Additionally, we do not answer specific questions regarding the workings of the technology in our products for reasons of trade secrecy, unless the product itself is believed to be functioning incorrectly.

It is important that you supply us with both your company name and serial number located in the About box of the product you are calling about. Support can be obtained in a variety of ways:

Via the Internet

By Telephone:

(877) 751-2600, press 2 for Support (U.S.A. and International)

 

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