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

• 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, what feature are you using, 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-V to paste the details into the email.
• What CAREWare build are you using? You can email the CAREWare Help Desk the client tier and business tier event files? These files contain all error messages for the entire day.
  • These files are located at C: Program Files\CAREWare\RW CAREWare Client Tier (RW CAREWare Business Tier). The file is called cw_events_X_XX.txt. Where X_XX is the date the error occurred.
• 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 type of CAREWare setup you are using. Examples include; having the CAREWare Client Tier, Business Tier, and Data Tier installed on 1 PC, having the Business Tier and Data Tier installed on a separate server, having the business tier and data tier installed on 2 separate servers, logging into CAREWare using a VPN, with the Client Tier, Business Tier, and Data Tier on 1 server. Any combination of the above. Knowing how you set up CAREWare can tell the CAREWare Help Desk a lot about how they can help you and where the problem is.