How to obtain optimum Brainware support
Lead-In and Text_EN
The Brainware Helpdesk takes all efforts to react as fast as possible to customer requests and needs around Columbus. Apart from real software errors, many of the faults are direct consequences of the local technical environment, combined with an «unmatching» Columbus configuration.
To be able to help you as fast as possible, writing an E-mail would be the best way. This helps to give us a structured description of the problem, which often leads to discovering the problem. Also, apart from the Helpdesk employees, you can make quicker usage of the additional 2nd level support.
The information required by us (see right box) includes modifications on the infrastructure (e.g. updates, network changes) as well as your own observations. Again and again, the Helpdesk is receiving questions not directly related to product support. Although we usually try to react to those requests too, we kindly ask for your understanding, that these questions are not part of the regular support and therefore have the lowest priority in comparison to normal requests.
Required information
Regarding Columbus Client:
- Log file (Brainware.log)
- Versions of Columbus.exe and Columbus.dll as well as operating system data (service packs, language, etc.)
Registry extraction:
- HKLM\Software\Brainware\Columbus\<version>\
- Screenshot
- Infrastructure server
- Log files (Brainware.log / PBServicests.log / Firebird.log) with possible error behavior
- Columbus.key
- Version von BWInfra.exe
Columbus Management Console
- Log files (Brainware.log / Firebird.log)
- Version CMC.exe
All files in compressed form (ZIP)