Important Notes, Tips & Troubleshooting > If You Need Technical Assistance

IDEAL Software’s technical support policy is as follows:

•As a general rule, IDEAL Software will provide free standard support for questions, which can be answered quickly (i.e. in less than 5 minutes and without further mail traffic).

•For broad premium support it is possible to acquire Support Units (current prices can be found on our website). Each Support Unit equals 5 minutes of working time.

•With every support inquiry please provide us your support account number. With every support incident we will notify you by e-mail about the charges to your support account as well as your final account balance.

•Questions related to bugs in VPE are always free, if your inquiry should indeed be related to a bug in VPE. You are only charged for “how-to” questions, questions that are covered in the documentation, questions related to misuse of VPE or questions related to bugs in printer drivers or other third party software.

Make sure you are a registered user of VPE. When you contact IDEAL Software for support, please provide your License Key as well as your Support Account Number.

Please send your support requests via e-mail to Support@IdealSoftware.com. Please include “VPE” in the subject of your e-mails. Normally, help will be provided within 24 hours (due to possible time zone differences). Support is not available on weekends and local holidays.

Please provide the following information:

•Your complete License Key and Support Account Number

•The operating system your are using, including installed service packs.

•Are you using the DLL / Shared Object, .NET, ActiveX or VCL component?

•The version no. of VPE (if used, also the version no. of the .NET / ActiveX / VCL component).

•With what language / programming tool (C++, C#, VB, Delphi, ...) and version are you working?

•If it is a problem related to printing:

•On what printer? (manufacturer, model, printer-driver version - can be found in print-setup dialog by pushing the "info-button")

•Printer type (ink, laser, dot-matrix, ...)

•Printer resolution (300 DPI, 600 DPI, ...)

•Printer color resolution (b/w, color)

•If it is a problem with the preview: what Video-Card (manufacturer / driver version) are you using?

•Describe the problem exactly. If possible, add source code fragments so we can reproduce the problem. If you have problems importing images, please add an example image, so we can reproduce the problem.

PLEASE SEND ALL FILES ZIPPED!

Latest versions, up-to-date information and our support forum are available on our internet site: