If you are unable to resolve a problem after searching the Knowledge Base section of our web site, and you are evaluating the product or have a current support agreement with NetResults, please contact us via email. Standard support is available via email on business days (Monday through Friday, excluding holidays). You should receive a response within one business day. Additional support options (e.g. phone support, extended hours) may be purchased from NetResults. Phone support is not included with the product; it must be purchased separately.

For the appropriate support email address, standard support hours, and a list of information to send us for fastest resolution to your problem, please click here. If for some reason you are unable to reach our site via the web, please send your support email to

support@nrtracker.com

In your email please be sure to include the following information (emails with this information are generally given priority over those without):

1. Version of Tracker you are using (e.g. 7.1.0, 6.7.3, 6.6.1, 6.5.1, 6.0.1, 5.5).
2. Web Server software being used (e.g. IIS 10.0, IIS 8.5, IIS 8.0, IIS 7.5, IIS 7.0).
3. Database being using (e.g. MS Access, MySQL 5.6/5.7, MS SQL Server 2016/2014/2012/2008, Oracle 11g/10g).
4. Operating System of the server on which Tracker is installed (e.g. Windows Server 2016, Windows Server 2012, Windows Server 2008).
5. Web Browser software being used (e.g. Chrome 64 / 65, Firefox 58 / 59, IE 11.0, Safari 10.1 / 11.0).
6. 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.
7. The steps required to reproduce the problem.
8. Whether you are an evaluator or licensed user with support.
9. Attach the following files from your installation to your message:
   
   • All files present in the installation log folder where you installed Tracker. By default, the files can be found in C:\NetResultsLog.
   • If your problem is related to the Workgroup Management System, attach the file called ptadminlog.txt that can be found in the "pttmp" folder of your web server directory. By default, this file can be found at C:\Inetpub\wwwroot\NetResultsTracker\pttmp\ptadminlog.txt.
   • If your problem is related to email notification messages, attach the file called emaillog.txt that can be found in the "pttmp" folder of your web server directory. By default, this file can be found at C:\Inetpub\wwwroot\NetResultsTracker\pttmp\emaillog.txt.
   • For all other problems, attach all the files that can be found in the "pttmp" folder of your web server directory. By default, this directory can be found at C:\Inetpub\wwwroot\NetResultsTracker\pttmp.

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.