NetResults Tracker Technical Support

Most NetResults Tracker™ issues can be resolved by searching the Knowledge Base or reading the appropriate manual page.

If you cannot find the solution in the Knowledge Base or Help Manuals, please send an email to or call the number provided in your service agreement with the required information from the appropriate section below.

To suggest a new feature, please use the Enhancement Request Form.

If you are not using the latest release (download here), you may wish to review newer release content to see if the issue you are about to report has already been fixed or the feature you are about to request has already been added.

If you need to add a new workflow or configure a new project but don't have time to do it yourself, NetResults Professional Services can do it for you.

Cloud Service — Information Required for Support

  1. Web Browser software being used (e.g. Chrome 47, Firefox 42, Internet Explorer 11.0, Safari 9.0).
  2. The URL you use to access your NRT Online Account.
  3. The full text of any error message which is displayed. In many cases if you get a generic database error message, you can scroll further down on the page to find more detailed error information.
  4. The steps required to reproduce the problem.

Please be as specific as possible in your description of what is wrong. Including steps to reproduce the problem and the full text of all error messages is very helpful and can significantly reduce the amount of time it takes to resolve a problem.

For NRT Online users, refer to these links for information about adding or deleting users from your account: Adding a User, Deleting a User.

On-Premises Software — Information Required for Support

  1. Version of NetResults Tracker you are using (e.g. 6.7.2, 6.6.1, 6.5.1).
  2. Database being used (e.g. Access, SQL Server 2012, SQL Server 2014, Oracle 10g, Oracle 11g).
  3. Operating System of the server on which NetResults Tracker is installed (e.g. Windows Server 2012, Windows Server 2008).
  4. Web Browser software being used (e.g. Chrome 47, Firefox 42, Internet Explorer 11.0, Safari 9).
  5. The full text of any error message which is displayed. In many cases if you get a generic database error message, you can scroll further down on the page to find more detailed error information.
  6. The steps required to reproduce the problem.
  7. Whether you are an evaluator or licensed user with support.
  8. Attach the following log files to your message.  These files can be found on the server where NetResults Tracker is installed.
    1. All files in the installation log directory. For version 6.x or later, by default, it will be at "C:\NetResultsLog" directory. For version 4.x and 5.x, by default, it will be at "C:\NetResultsPTLog" directory.
    2. All files in the NetResults Tracker temporary directory. For version 6.x or later, by default, it will be at "C:\Inetpub\wwwroot\NetResultsTracker\pttmp" directory. For version 4.x and 5.x, by default, it will be at "C:\Inetpub\wwwroot\ProblemTracker\pttmp" directory.

Please be as specific as possible in your description of what is wrong. Including steps to reproduce the problem and the full text of all error messages is very helpful and can significantly reduce the amount of time it takes to resolve a problem.

Personal Live Trial — Information Required for Support

  1. Web Browser software being used (e.g. Chrome 47, Firefox 42, Internet Explorer 11.0, Safari 9).
  2. The full text of any error message which is displayed. In many cases if you get a generic database error message, you can scroll further down on the page to find more detailed error information.
  3. The steps required to reproduce the problem.

Please be as specific as possible in your description of what is wrong. Including steps to reproduce the problem and the full text of all error messages is very helpful and can significantly reduce the amount of time it takes to resolve a problem.