If you are having a problem using the FLAMES® Development Suite to develop FLAMES-based software, Ternion’s technical support staff should be able to help. In order to solve the problem, we must be able to reproduce the problem quickly and consistently using our computers and our copy of the Development Suite. Therefore, we ask that you take the following steps before you contact us:
- Make sure the problem is with the FLAMES application programming interface (API). In other words, make sure you can demonstrate that the problem you are having is a result of a problem within one of the subroutines documented in the FLAMES Developers Manuals. Problems in FLAMES bundled component source code, in subroutines supplied by other vendors, or in source code that you write, including compiling and linking errors, are not covered by Technical Support.
- Create the most simple sample source code possible that exhibits the problem you are having. Ideally, you should create the problem within one of the FLAMES bundled models by making only a slight modification to the model source code. The objective here is to create something you can send us that will allow us to quickly and easily reproduce your problem. If your problem is occurring in code that you are not able to send us, or if you must send us more than just a few dozen lines of code, we will not be able to quickly and easily reproduce the problem, and hence we will not be able to help you.
- Create the most simple scenario possible that will exhibit the problem you are having. Ideally, base your scenario on one of the tutorial scenarios described in your product documentation. Again, the objective is to create something you can describe to us or send us that will allow us to quickly and easily reproduce your problem.
Sometimes, after following the steps described above, customers find that the problem was not really with the FLAMES API and are hence able to solve the problem quickly themselves. If, after following these steps, your simple example source code and scenario clearly demonstrates a problem with the FLAMES API, we want to know about it and we want to help. Please send us the information listed below.
- Your product License number.
- Your name, phone number, e-mail address, and mailing address.
- Your computer’s Host Name and Host ID. (This information is displayed by the product installation program. It can also usually be found in your product license file.)
- Your computer’s make, model and serial number.
- The name and version of your computer’s operating system.
- The name and version (32 or 64-bit) of the product(s) you are using.
- A description of the simple scenario you are using to demonstrate the problem (if applicable), including a list of the datasets in the scenario. Most, if not all, of these datasets should be datasets supplied with the simulation.
- An exact copy of any input data required to reproduce the problem (if you had to build any of your own datasets).
- An exact copy of the source code to the routines that will illustrate the problem as described above. Large files and binary files may be uploaded to Ternion’s FTP site. Please contact Ternion® Customer Support for instructions.
- A complete description of the problem you are having, including the full, exact text of any error messages that are generated and a step-by-step description of how to reproduce the problem.
- The severity of the request (High, Medium, Low).
- Latest date you need a solution to the problem.
After you have gathered all the information that we require, you may provide it to us using one of the methods listed under How to Get Support.