This article describes the information that is needed for the coolOrange support to be able to resolve issues, prioritize Feature Requests and answer questions faster and more efficiently.
Support cases can be submitted via email to support@coolorange.com.
Required information
For every support case the following information is always needed:
- Affected product(s) and the full version of the product(s) For example powerJobs Processor 22.0.1
- The version of the used Autodesk products
- coolOrange log files
Get coolOrange log files
========================
* Press Win + R
* In the run window execute
%localappdata%
* Rightclick the folder "coolorange"
Win 10 and older:
* In the context menu select "Send to"
* In the "send to" context menu select Compressed (zipped) folder
Win 11:
* In the context menu select "Compress to zip file"
* Send the zip file per mail
- coolOrange script files. (We need to provide an upload link for the scripts as they will be blocked by our mail server)
Get coolOrange scripts
======================
* Press Win + E
* In the Windows Explorer navigate to %programdata%
* Rightclick the folder "coolorange"
Win 10 and older:
* In the context menu select "Send to"
* In the "send to" context menu select Compressed (zipped) folder
Win 11:
* In the context menu select "Compress to zip file"
* Send the zip file per mail
Problems
If you are experiencing issues with our products please provide the following information:
- A detailed description of the current behavior and the expected behavior
- Does the issue always happen or only for some files or in some cases?
- Screenshots to help describe the issue
- Steps to reproduce the issue
- Any scripts related to the problem
- Where does the code come from? e.g. a coolOrange project, knowledge base article, is it your own code? (We need to provide an upload link for the scripts as they will be blocked by our mail server)
- The affected machines e.g. the JobProcessor machine, one or multiple Vault Clients
- Were there any changes on the environment when the issue stated happening?
- The coolOrange log files from the affected machines
- How much are you impacted by the issue? E.g. the entire production is down
- Availability for a meeting. Also include the time zone.
Feature requests
If you would like to have a feature implemented in a product please provide following information:
- detailed description of the desired feature
- The benefits this feature would provide or the problem that it addresses
- If the features comes from a coolOrange project indicate if it is still active or already closed.
For questions how to achieve something
- Detailed description of what you want to achieve with an example if possible.
- The problem you want to solve with your customization. Sometimes we can suggest a more efficient solution so this is quite important to know.
- What you already tried and the issues you have encountered
- The coolOrange log files
- Existing code that you've written. (We need to provide an upload link for the scripts as they will be blocked by our mail server)