How to contact customer support

From the Director

1. Click on "Report issue" in the Left side menu > Help

2. Complete the form and click "Submit"

   • You will receive an email with the filled in information

   • An agent will take ownership of your ticket and contact you back by email or phone

We recommend that you also click "Collect and add logs". This creates a Pixotope Dump file which will make it easier for us to diagnose your problem. This file includes:

• the logs of all Pixotope services

• the local storage folder including

  • the current show file

  • the machine settings

• the logs of the current project

Manually collecting all logs (aka creating a Pixotope Dump file)

Manually collecting all logs (aka creating a Pixotope Dump file)

1. Navigate to the Pixotope installation folder

   • 22.x and prior - C:\Pixotope Technologies\Pixotope\[version number]-[build number]\

   • 23.x - C:\Pixotope\[version number]-[build number]\

2. Navigate to the PixotopeDump folder

   • [Installation folder]\Services\PixotopeDump

3. Double click the PixotopeDump application file

4. This generates a compressed file called PixotopeDump [current date and time].zip as shown in the image below. Please submit this file to the support team for troubleshooting purposes

From the Web

1. Go to Pixotope cloud → login.pixotope.com

2. Sign in with your Pixotope Cloud credentials (user or admin login)

3. Click on "Support" in the left side menu
   This screen shows your history of support tickets, presenting a list of all your resolved tickets as well as any current open tickets.
   

   

4. Click on "New Ticket" on the top right

5. Select which email to continue with

6. Complete the ticket form and click "Submit"

   • You will receive an email with the filled in information

   • An agent will take ownership of your ticket and contact you back by email or phone
     

     

Available ticket form fields

CC (optional)

If you have colleagues you wish to be copied on updates to the ticket, please enter their email addresses in this field.

Priority

There are 4 levels of priority.

All priority tickets are handled Monday to Friday, but only Urgent (Pixotope’s highest priority) tickets are handled Saturday and Sunday. Please select the priority level you require according to the definitions laid out below.

• Urgent - An event and/or problem that has a significant business impact, or an immediate severe impact to a core business process or an operation that is mission critical to the business. The event and/or problem may render the Applications non-functional.

• High - An event and/or problem that has a major business impact to the customer or to a critical operation. The event and/or problem may severely limit the operations of the Applications.

• Normal - An event and/or problem that disrupts the operations of the Applications. A workaround is available and use of the Applications can continue.

• Low - An event and/or problem that has limited business impact, is not critical in nature, or does not have any significant impact to the customer.

Subject

A brief description of the problem. When you fill in this field, you will see articles listed below that have key words from the description in them. These articles may help you resolve your problem.

Pixotope version

A mandatory field with a drop-down menu. This is vital to be completed as it will assist the agent in narrowing down where the issue being reported may lie.

Where to find the Pixotope version

Pixotope version from Director

Go to Windows menu > Help

Pixotope version from Editor

Go to Help > About

Description

Here it is ideal to give a full description of what workflow was being followed at the time of the issue, and what troubleshooting has been completed so far. 

Attachments

Please drop in example media files that demonstrate the issue, log files, UE crash logs or plug ins.

Using the "Report issue" form within Director offers an automated collection of logs. See above