When contacting Aronium Support (support@aronium.com), providing the right information can help us understand and resolve your issue much faster and save us from going back and forth asking questions. Here you can see what are the key steps in getting help quickly:
- Use latest version of Aronium and plugins
- Describe the problem
- Send screenshots
- Send logs from Aronium
- Send logs if you cannot start Aronium
- Send your database [optional]
Use latest version of Aronium and plugins
Before contacting support, make sure you are using the latest version of Aronium and any plugins related to the issue. Updates often include bug fixes, so the problem was likely already resovled.
Describe the problem
Tell us what you were trying to do, what you expected to happen, and what happened instead.
Whenever possible, include a specific example such as a document number, product, report, payment, printer, date, or error message.
If you can reproduce the problem, include the steps.
Send screenshots
Send screenshots of the issue and any error messages you see.
Send logs
Logs are one of the most useful things you can send us.
They contain technical information about what Aronium was doing when the problem occurred and can help us identify errors that are not visible on the screen.
If possible, reproduce the problem first and then send us the latest logs together with your request.
If you can start Aronium
You can find the logs by following these steps:
- Go to Settings / About
- Click Download logs as in the screenshot below
- You will be asked to save the ZIP file, save it on your desktop
- Send the ZIP file to us as a reply to this email / ticket
If you cannot start Aronium
If you are not able to start Aronium, you can find logs directory at the following path:
C:\Users\<YOUR USER NAME>\AppData\Local\Aronium\Log
where <YOUR USER NAME> part is your Windows account name.
"Log" directory should contain only one file named "Aronium.log", please send it to us.
Another way of accessing this directory is by pressing "Windows key + R", run dialog as in the screenshot below will open, type "%localappdata%" and press enter. From that directory, go to "\Aronium\Log" directory and send us the content of this folder.
Send your database [optional]
Some issues depend on your exact products, documents, settings, or other data.
If you are comfortable doing so, you can send us a database backup so we can reproduce the issue using the same data.
Sending your database is optional.