Technical Reference Manual - InduSoft

Troubleshooting
General Troubleshooting
If you do find yourself in need of technical assistance, there are certain things that you will need to know
before you contact technical support. Regardless of the problem, you will need to know the sequence of events
that led to you discovering the problem. It must be explained in as much detail as possible and you should be
careful not to ad-lib, as it may drastically affect troubleshooting time and procedures. It's also best to be in
front of the computer you are having problems with, and to keep a pen and paper handy.
Before Contacting Technical Support
Some things you should try before you contact technical support are:
• Check out the documentation
The application help and release notes can be accessed on the Help tab of the ribbon, and more
documentation is available on our website. You may find that your particular issue has already been
documented.
• Consider recent changes on your system
If something used to work, think about what may have changed. New software installation or general
system changes can affect performance and general functionality of other software on your system.
• Try reproducing the problem in a new file
If the problem can not be reproduced in a new test file, compare the new file with your original file to find
and eliminate the differences. This will help narrow down the cause of the issue.
• Try reproducing the problem on another machine
If the problem goes away on another machine, compare what is different between the two systems. If this
is the case, there is most likely a system conflict.
Verifying Your Project
If you change, reorder or delete any tags in the Tags database, or if you reconfigure any settings in the Web tab
of the Project Settings dialogue, then you must verify your project to realign all of your screens and worksheets
to the current state of your database. On the Home tab of the ribbon, in the Tools group, click Verify.
Related Publications
The IWS Getting Started Guide is designed for first-time users. This publication contains information about
the basic functions of InduSoft Web Studio, and it is provided in the Documentation folder on the InduSoft Web
Studio installation CD.
The driver User Guides explain how to configure the direct communication drivers, according to their unique
protocol characteristics. One customized user guide is included with each driver. These publications are
provided in the […]\InduSoft Web Studio v7.1\Drv directory, or from the Help tab of the ribbon. (On the
Help tab of the ribbon, in the Documentation group, click Communication Drivers. When the Object Properties
dialog is displayed, highlight the driver you're using and then click Help.)
Contacting Technical Support
Help Menu
If you cannot find an answer to your technical question in the product documentation or help system, our
Technical Support Specialists are available to assist any customer with current product maintenance. The
telephone number is 1-877-INDUSOFT (1-877-463-8763).
InduSoft Web Studio Page 515