Requesting Support
If you experience any problems with the software or would like to suggest a new feature, you have different options to contact us.
Submitting a Bug Report from the Application (preferred)
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In the main menu click on Help > Report Bug or Enhancement, a support page opens in a browser window
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Click on Open feedback form, a feedback form appears
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Fill in a Description Title, a short Description and also if you wish your Name and Email
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(Optional) Attach the log file which can be found at <workspace>/.metadata/.log
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(Optional) Instead of the log file you can also attach a screenshot
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Click Submit
The issue will then be stored directly to our customer support system.
Submitting an Issue by Email
Write an email to mailto:gerhard.wagner@jrc.ec.europa.eu and include as many details as possible in your email.
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Attach the log file to your email which allows us to find the error cause more quickly:
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Open you current workspace directory using the Windows File Explorer and open the sub-directory .metadata
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The .metadata sub-directory contains the log file named .log
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Zip the log file and attach it to your email
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Note: The log file should normally not contain any confidential data. However, you may want to review it before sending it to us.