Requesting Technical Support

Transcription

1 PSCAD Requesting Technical Support Written for PSCAD V4 (v4.2) and X4 (v4.3 to v4.6) April 20, 2015 Revision: 1

2 Contents 1. INTRODUCTION SUPPORT REQUEST FOR VERSIONS 4.5 AND SUPPORT REQUEST FOR VERSIONS 4.2, 4.3, AND

3 1. Introduction This document provides instructions for submitting a support request to our Support Desk. This document is applicable to the following versions: Version 4.2 X4 (versions 4.3, 4.4, 4.5, and 4.6) Our dedicated technical support team provides help with a variety of requests, including: Software Software installation (PSCAD, License Manager, FORTRAN compiler, LiveWire, E-TRAN). Software compatibility Software licencing (PSCAD, LiveWire and E-TRAN) Software operation Engineering Components modeling Engineering examples Simulations This document provides instructions for submitting a support request from within the software application. However, if you are unable to submit a support request from within the application, for example, due to a software installation problem, please send a detailed to [email protected] to contact our Support Desk directly. Please make sure to include your software license number and software version to obtain a solution customized to your license type. Page 1

4 2. Support Request for Versions 4.5 and 4.6 To request technical support from within versions 4.5 and 4.6, proceed as follows: a. Launch software. b. Display the Support Request pane as shown: c. Enter a summary: d. Enter a description of your question or issue issue: Note Information about your system is automatically listed in the Description dialog box. Page 2

5 e. Select the category from the drop-down menu, whether a request for assistance ( Support Request ) or reporting of a bug ( Bug Report ): f. To attach any case files, libraries, snapshots of errors, or other attachments, select Manual File Submission and ttach File. g. To authorize automatic file attachment, select Automatic File Submission, and place a checkmark next to the file, with the following considerations: For a licensing issue, select License Manager Files. For a compiling issue, select Fortran Medic Results and Build Messages. For an issue with your case, select Current Project File or Workspace File, along with Build Messages. Page 3

6 Select Submit to send the request to the Support Desk. h. Your support request and files will be submitted to our Support Desk, and you will receive a confirmation . Page 4

7 3. Support Request for Versions 4.2, 4.3, and 4.4 To request technical support from within versions 4.2, 4.3, and 4.4, proceed as follows: a. Launch software. b. Display the Support Request pane as follows: For version 4.4, proceed as shown: For versions 4.2 and 4.3, proceed as shown: Page 5

8 Configure the support request as follows: c. Your support request will be submitted to our Support Desk, and you will receive a confirmation . Page 6

9 d. Once the support request has been submitted, you may files separately to our Support Desk as follows: Simulation Problem: For a simulation problem (problem with simulation results and starting a simulation), attach all case files to your . FORTRAN Problem: For a FORTRAN problem (problem with building and running a simulation), generate a Fortran Medic file and attach to your as follows: Download the latest Fortran Medic utility from our website: In the downloaded.zip file, run the FortranMedic.exe file. In the Fortran Medic utility, click on the Actions menu and select Start. Once the utility is done retrieving information, click on the Actions menu and select Save Messages. Attach the Fortran Medic file to your (the location of this file will be displayed in the Fortran Medic utility). Page 7

10 Licensing Problem: For a licensing problem, attach the following files to your (as applicable): GetInfo.txt file: This file is available on computers running the Standalone License Manager or PSCAD, as follows: Download the Get Info utility from the following link and save to your computer: Select the GetInfo32.exe file to run the utility. The generated file will be saved to your computer and opened on your desktop; the file location will be listed within the file, towards the bottom. PscadLmgr.txt file: This file is available on computers running the PSCAD application. The location of this file is related to your Windows operating system, as follows: On Windows XP: C:\Documents and Settings\All Users\Application Data\Manitoba HVDC Research Centre\LicenseManager\PscadLmgr.txt On Windows Vista, Win7, Win8 (send all as available): C:\Users\All Users\Manitoba HVDC Research Centre\LicenseManager\PscadLmgr.txt C:\Users\<Your User ID>\AppData\Local\Manitoba HVDC Research Centre\LicenseManager\PscadLmgr.txt C:\ProgramData\Manitoba HVDC Research Centre\LicenseManager\PscadLmgr.txt Lmgrd-log.txt file: This file is available on computers running the Standalone License Manager. The location of this file is related to your Windows operating system, as shown: On Windows XP: C:\Documents and Settings\All Users\Application Data\Manitoba HVDC Research Centre\LicenseManager\Lmgrd-log.txt On Windows Vista, Win7, Win8 (send all as available): C:\Users\All Users\Manitoba HVDC Research Centre\LicenseManager\Lmgrd-log.txt C:\Users\<Your User ID>\AppData\Local\Manitoba HVDC Research Centre\LicenseManager\Lmgrd-log.txt C:\ProgramData\Manitoba HVDC Research Centre\LicenseManager\Lmgrd-log.txt Page 8

11 DOCUMENT TRACKING Rev. Description Date 0 First issue (Initial) 02/Nov/ Updated to v4.6, update to title page and formatting 20/Apr/2015