Support Information

The following information is needed for the Support Team to assist in resolving your issue:
  1. Your contact: your name, company name, phone number, and email address
  2. Your reseller: company name and contact info
  3. What Operating System are you using?
  4. What version of the software are you currently using? To find: If the application is running, go to Help, About (bottom right-hand corner). If the application is not running, go to C:\Program Files\PSIGEN\Capture (or C:\Program Files (x86)\PSIGEN\Capture on 64 bit systems), right mouse click on PSICapture.exe and select Properties, Details.
  5. Issue details: Please provide a detailed description of the steps taken leading up to the issue
  6. Provide us with a screenshot of the error (if you are able)
  7. If the error message has a "Details" button, copy and paste the contents of the error window into a new text document and include that document with your submission.
  8. Provide us with the appropriate log file(s) necessary to get error messages and ascertain the problem. If you are not sure which log files relate to your specific issue, please include the entire set.
  • Capture Services
    • From Capture Server
    • From Network Station
  • PSI:Capture
    • From Capture Server
    • From Network Station
  • Migration
    • From Capture Server
    • From Network Station
  • OCR
    • From Capture Server
    • From Network Station
  • License Server
    • From License Server


Should we determine additional testing is required, a support representative will follow up with you to request Document Types, sample images and any other information relevant to the problem at hand.

The more of the above information you can supply, the faster we can resolve the issue you are having!