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Page History: How to contact the CAREWare Help Desk & what should be noted?

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Page Revision: Wed, 14 Sep 2011 18:13

The CAREWare Help Desk is open Monday through Friday from 12 PM Eastern Time to 5 PM Eastern Time. The number to call for assistance is 877-CWHELP1 or 877-294-3571.

The Help Desk can also be reached by email at cwhelp@jprog.com

The CAREWare Help Desk can be very busy sometimes and answers to emails or phone calls delayed due to insufficient information regarding a user's issue. In order to speed up issue resolution please have available or email the following information:

• The location of the issue; i.e. in CAREWare, on the server housing the business or data tiers, on the custom reports field selection screen, etc.
• The Details of the error message that occurred if any occurred
  • Highlight the entire error message in the Details box and press Ctrl-C to copy the message, then go to your email account and in a new message press Ctrl-P to paste the details into the email.
• The build number the issue occurred in
• The .Net framework version number
  • Both the build number and .Net framework version number can be found on the main login screen of CAREWare. The .Net framework version number can be found in the lower left corner while the build number will be displayed right above the User field.
• The SQL Server Version number
  • The SQL Server version number can be found in CAREWare by pressing Ctrl-I and reporting the Data Tier Version number
• The business tier log(s) for the day of the error's occurrence
  • The business tier log files are located in the Business Tier folder (Default location: C:\Program Files\CAREWare\RW CAREWare Business Tier). The files will be labeled as cw_events_X_XX.txt and cw_logs_X_XX.xml, where X is the date. Please send both files in order the Help Desk to view them properly.
    

The information above will allow the Help Desk to troubleshoot the issue more quickly and confirm if the issue is a new or existing bug in a previous build. It will also allow the Help Desk to test for the error in environments that are similar to or match exactly to that of the user.

The Help Desk may ask for some additional information regarding specific errors. These errors can be related to the how the PC/server is functioning overall. The Help Desk will ask at those times for said additional information such as SQL Server logs or Event Logs and provide the necessary steps to access them.

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