Tech Support

We’re here to help!

For how-to questions, please first consult your help system, accessible from within the software (or the user guide which has the same content). User guides are available on this page and the link below explains accessing the Help System. For other questions or issues, please see the Support Portal section.

Before You Enter the Support Portal:

 

To receive technical support, you must have an active maintenance agreement and know your product name, version number and serial number.

When you submit a ticket through the support portal, one of our skilled technicians will evaluate your issue and contact you with a solution or set up a remote session to troubleshoot your issue. You can do some of this exploration yourself to possibly resolve the issue without technical support:

Restart your computer; this can solve many problems.

Start at the beginning. Examine the data you have entered to be sure you are asking the program for what you want. For example, if a report does not include the information you expected, be sure you have typed the correct date range, etc.

Try the procedure again to see if you can duplicate the issue. Note the steps you take to recreate the issue and have these notes ready when you contact technical support.

Try a related procedure; for example, if you can’t print from the software, try printing from another program. If nothing prints, you know the problem is related to the printer, not the software. Check the printer connections and make sure the printer is turned on.

If the software used to work, but will no longer launch, think about what has changed with your computer. Have any new programs been installed lately?

Take note of any error messages you see on your screen.

If the steps above have not resolved your issue, please enter the Support Portal to submit a ticket (incident) or search the knowledge base. The Support Portal is intended to provide you with valuable support resources and an efficient means to follow up on your support tickets. We understand, however, that sometimes you just need to hear a human voice and we’ve got those, too! If you prefer, you can reach out to our Technical Support team at +1 (480) 212-1257.

Tech Support Hours

M-F 6:00 a.m. to 4:00 p.m., MST.

Register License

Please visit our registration website to generate your trigger code in order to register your software license.

Maintenance Agreements

It’s important to keep your MA up to date. Click here for renewal info.

Software Updates

Click here for the latest releases and to request an update.

Feature Suggestions

Have a great idea for a GAGEtrak feature? Please tell us about it here!

// Google Tracking Code - BMJ 1-21-21