Help us help you - Tips for technical support requests

We have designed our products to be as user-friendly and straightforward as possible. However, due to the complexity of the environments they operate in and the tasks they perform, troubleshooting issues can sometimes be challenging.

During a support request, some troubleshooting steps may seem unrelated or unnecessary. Nevertheless, given the intricate nature of the software and its operating environment, a systematic approach is essential. With numerous components interacting at various levels, even minor settings can significantly impact functionality and must be reviewed.

By carefully reading and following our instructions, you can help us diagnose and resolve your issue more quickly, ensuring functionality is restored as soon as possible.

To streamline the troubleshooting process, our products include detailed logging, which, combined with logs from hosting applications, allows for efficient issue analysis. To ensure we can review these logs accurately and in context, follow the simple steps outlined below:

Steps to take before contacting technical support

1. Update to the latest version

• Install the latest version of our software.

• A current Maintenance and support agreement grants you access to all updates, including fixes for known issues and new functionality.

• Download the latest version from our product page and follow the upgrade instructions.

2. Review our administration guides and knowledge base

• Refer to the administration guides and knowledge base for your specific product. These resources provide comprehensive information on installation, usage, and troubleshooting.

• Our knowledge base is regularly updated with new articles, including fixes, code examples, and more.

• Start with the following resources if you encounter a problem:

  • Validating converters and troubleshooting errors

  • Troubleshooting steps for Document Converter for SharePoint/Document Converter Services

Guidelines for contacting technical support

1. Contacting us

• Use our support handle to get in touch.

• There is no need to send separate emails or cc anyone else at Nutrient you’ve previously contacted. Our automated support desk will route your request to the appropriate team member.

2. Avoiding phone calls

• Only call us if you are facing an urgent production issue requiring escalation.

• Reading error messages over the phone is often inefficient and counterproductive.

3. Describing the problem

• Provide a clear and concise explanation of the issue.

• Avoid vague descriptions, for example, “Word won’t convert to PDF.” Instead, include details that can help us diagnose the problem quickly.

4. Including relevant logs

• Attach all Windows application event log entries with event ID 41734 recorded at the time of the issue.

• Include a copy of the documentconverter.log.

5. Providing environment details

Share the following information about your environment to help us better understand the context:

• The name and version of the product you are using.

• The version of Windows, including service pack level, running on your server(s).

• The version of SharePoint, including service pack level, running on your server(s).

• The version of Office, including service pack level, running on your server(s).

• The basic structure of your environment, including:

  • Roles of each server (e.g., WFE, Application, Conversion servers).

  • Any (transparent) proxy servers or firewalls between servers.

Steps to take after contacting technical support

1. Prepare to provide technical details

• Provide answers to the technical questions about your environment and the task you are trying to accomplish.

• If you’re unsure about something or don’t understand a request, let us know, and we’ll guide you. Alternatively, involve a senior team member or your Infrastructure team for assistance.

2. Follow instructions completely and in order

• We may ask you to reproduce the issue and provide log files generated during the process.

• Ensure you follow the provided steps fully and in the correct sequence to expedite resolution. Log files are essential for diagnosing issues, and missing or disorganized information can hinder the troubleshooting process.

3. Avoid adding additional issues to the same ticket

• If you encounter a different problem, create a new ticket by sending a separate email rather than replying to the existing one. This helps us manage your requests efficiently and ensures each issue gets the attention it requires.

4. Understand response times

• Our standard response time is one business day (24 hours on weekdays, excluding public holidays) from the last interaction.

• Avoid opening duplicate tickets, sending follow-ups, or chasing our support team unless the issue is an urgent, production-critical problem impacting your users.

• While responses are often faster (frequently within minutes), this may not always be the case, and we appreciate your patience.

Once the issue is resolved

1. Document the problem and solution

• Keep a record of the issue and how it was resolved. This can be useful if you encounter the same problem again or as a reference for the types of questions we may ask and where to locate the answers.

2. Avoid using the same ticket for new issues

• Once your issue is resolved, do not use the same ticket to report unrelated problems. Instead, contact us by sending a new email to open a separate ticket. This helps us efficiently track and resolve all your concerns.

• If the original issue reoccurs, feel free to re-open the same ticket.

By following these practices, you’ll help us provide faster and more effective support. This minimizes back-and-forth communication and ensures you can return to converting files without unnecessary delays. Nutrient Technical Support is committed to assisting you every step of the way.