If you are having a problem using one of the FLAMES standard applications, you may be able to resolve your problem quickly by taking the following steps:
Make sure the problem is with FLAMES and not with your computer. Problems executing FLAMES applications can occur if your computer does not meet the system requirements specified by Ternion, your computer is not configured properly, or FLAMES was not installed properly.
Consult the FLAMES online documentation to be sure you are using the product properly.
Make sure you can reproduce the problem quickly and consistently using a standard FLAMES application and standard FLAMES datasets (an application and datasets provided with your FLAMES release). You should be able to reproduce your problem with a very simple scenario, ideally a scenario based on one of the FLAMES tutorial scenarios, using only a small number of datasets. If you cannot reproduce the problem in this way, the problem may exist in custom code that has been added to the application or in the input data you are using.
Make sure the problem is with FLAMES itself and not with one of the example models provided with FLAMES. If a sensor won't detect or a platform won't move as you expect, the problem is almost always with the underlying model and not with FLAMES. The models provided with FLAMES are relatively simple examples that are not officially part of FLAMES and hence are not officially supported. We are grateful when someone points out a problem with an example model, but we make no commitment to correct such a problem. The source code to the example models is provided with FLAMES development configurations to allow you to correct or enhance the models as you desire.
If the problem still exists after you have taken these steps, please send us the information listed below. Please note that much of this information is required to allow us to reproduce the problem quickly and consistently using our computers and our copy of FLAMES. If we are unable to reproduce the problem you are having quickly and consistently, we will not be able to resolve the problem.
Your FLAMES License number.
Your name, phone number, e-mail address, and mailing address.
Your computer's host name and license host ID. (This information can be found on the SERVER line of the FLAMES license file on your computer. It is also provided when you run the FLAMES Installer CD on your computer.)
Your computer's make, model and serial number.
The name and version of your computer's operating system.
The name and version of the FLAMES standard application 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 your FLAMES release.
An exact copy of any input data or data files that are required to reproduce the problem if the data or files are not part of the FLAMES release. Large files and binary files may be uploaded to Ternion's FTP site. Please contact Ternion Customer Support for instructions.
A step-by-step description of how to reproduce the problem.
A complete description of the problem, including the full, exact text of any error messages that are generated.
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 Technical Support.