Technical Support
While no software is perfect, we are proud of the fact we never hear from 98% of those that purchase our software either before or after purchase. This, of course, means that for the vast majority of our users, no support is necessary.
Technical Support Policy:
Our users demand and deserve free technical support. We provide free technical support to our users via email, we do not have a paid support option and we do answer technical support inquiries on weekends and most holidays. You won't find that with any large software company, even those that offer paid support plans. In order for us to quickly resolve your issue please follow the technical support guidelines below. Note that it is critical that you provide us with your tech data from the software so that we can see your computer and software configuration before we can offer a solution. A large volume or our initial reply to a tech support email is to ask the user to send us their tech data. Our software has a 'Technical Support' menu item under Help on the main menu. This option can be used to generate and copy the tech data to the clipboard and it can then easily be inserted into an email by pressing Ctrl-C in the body of an email. This tech data does not tell us anything about the problem you are experiencing, however, so please do not just send tech data without an accompanying explanation of the problem you are having.
Technical Support Guidelines:
Tech support requests should be made via email to support@snappysoftware.com
When requesting support please include the tech data from Help | Technical Support on the menu unless you have previously done so. If you have changed any of the configuration options in your settings then send the tech data again so that we know we are working with your current configuration.
When requesting support please explain in as much detail as possible what you are experiencing and the steps needed to reproduce the problem. If you receive an error message please quote the EXACT text of the error message. Telling us you received an error message without quoting the exact error message is a waste of time and serves no purpose. Please do not send a tech support request telling us 'the software isn't working' or other vague language, it will not help up resolve your issue. This only serves to require additional responses and an exchange of emails to get to the nature of the problem at hand.
Before requesting technical support, please make certain that your modem is connected correctly to your phone system's wall jack. An internal modem has two jacks, one marked 'Line' the other marked 'Phone', the 'Line' jack should be connected to the wall jack with a standard telephone cord, make sure the phone cord is not damaged, replace it if in doubt. We cannot diagnose hardware and equipment connection problems. If you are a novice at this, have a friend help you. Many times we receive support emails and after a lengthy exchange of emails, the user tells us "Oh... I found my modem had become unplugged". Please check equipment connections first, this is the number one cause of problems, either the connection is not correct, the user is trying to send a fax with a dsl modem (not possible) or the user has not configured the fax software for their modem.
Before requesting support, please check to see that you have the latest version of the software. Use Help | About on the menu to see what build you have and then check our downloads page to see if a newer build is available. If a new build is available, download and install it to see if your issue persists, if so then contact us for technical support.
When an unexpected error occurs in our software you will get a 'bug report' screen, this small screen has a few buttons on it, 'continue','restart','shutdown', etc. Most importantly it has a 'mail bug report' button. If you receive an unexpected bug report screen, please click the 'mail bug report' button to send in the diagnostics, it will email them to us without intervention on your part. There is no point in your reporting to us that you received a bug report if you did not mail the diagnostics to us. Please do not repeatedly send in bug reports for errors that you have already reported. If we can reproduce the bug that you have reported then we will fix it as soon as it can be reproduced. Note that some bugs that do arise in the field cannot be reproduced here in development. In these cases we will try to provide a workaround or insert some 'defensive' code to prevent the situation leading to the exception from arising.
Please do not send us an email asking us to call you, we do not provide phone support. Our policy of providing free support via email has worked nicely for over 10 years and phone support is nothing more that a time waster. In the time that it takes to talk over one support issue on the phone, we can resolve numerous issues via email. Most issues we have seen many times and we have 'canned' email replies that tell the user exactly what to do to resolve it. We can send these very quickly, in a matter of seconds whereas the same activity via telephone would require at minimum 5 minutes of our time and your time. In addition, you, the user have a written response that you can refer to at your convenience.
Be aware that the fax process involves many parts each of which must work perfectly. You have the fax at the other end which must perform perfectly, you have the phone company's phone lines, they must be clean and static free. You have your modem, phone jack, phone cord, computer, operating system and then finally your fax software, our software. A fax can fail for any number of reasons, many times the failure is due to the remote fax sender or receiver, poor phone line conditions, poor quality modem, loose connections, etc.
Lastly, the file downloads on our site are not feature limited 'demos' or 'evaluation versions', they are the full version, only without the registration key that is need to unlock the software for use after the initial 30 day trial period has expired. You do not need a registration key to use the software during the 30 day evaluation period and no features are restricted during this period. Please do not purchase the software until you have thoroughly evaluated it and found that it meets your needs. Registering the software will not cause it to function or perform differently in any way.