support

What we offer

We offer free basic technical support for our products, along the lines of

  • answering simple pre-purchase product selection questions;
  • strategizing about the best way to solve a given problem with our tools;
  • dealing with installation problems;
  • providing post-purchase general help and orientation;
  • diagnosing product crashes, freezes, and error messages, including possible product bugs, etc.

If you need in-depth consulting, such as someone to write your InData or Xdata prototype, or someone to develop a detailed strategy for deploying InCatalog or Xcatalog in a larger workflow, etc., we can recommend other developers.

That said, our main goal is to get you up and running, and we have a great record with tens of thousands of successful installations world-wide, since 1990.

We also have various ways you can keep in touch with us, making sure you’re up-to-date with product releases, updates, new products, and general news.

We can provide a free pre-purchase project evaluation when you’re looking for a publishing automation or editorial workflow solution based on our products.

Quick start

  • See product installation help for issues with downloading and installing.
  • Make sure you’re running the latest version of the product by checking the “current version” in the product download sidebar.
  • Check the “Troubleshooting” chapter/section of the product manual or user guide to see if your situation is covered.
  • If you’re still having trouble, narrow down the problem as far as possible, then bundle up the document & related files into a .zip archive (if small enough) and email it to support@emsoftware.com with a summary of the problem or question in the body of the email, detailing all relevant product and operating system versions.
  • You can call us (contact information at the bottom of each page), but if we can’t resolve your question quickly, we’re always going to ask for an email with the information above.

Getting support

If you’ve already successfully downloaded and installed your Em product (see our product installation help otherwise), and are having trouble, first check the relevant product page on our site to make sure you’re running the very latest version; if you’re not, download and install the latest version and retry—doing so often clears up problems.

Then check in the “Troubleshooting” section or chapter of your product manual or user guide. You will often find the answers to common problems there.

If that doesn’t help, please try to reduce the size of the data and documents involved to a minimum, narrowing the problem down to just the failing elements, if you can.

Then, make a .zip archive containing

  • your InDesign or QuarkXPress document;
  • any input data files (InData/Xdata or InCatalog/Xcatalog), tagged text files (Xtags), or Word/Excel files (WordsFlow);
  • any configuration files like DD sets (for InCatalog/Xcatalog) or translation tables (for Xtags);
  • any graphic files that are relevant to the problem;
  • fonts, if required to show the problem (rarely);
  • anything else that’s relevant, such as scripts (AppleScripts, ExtendScripts) you’re using, etc.

It’s important to send a .zip archive, even for a single file, to protect the contents from any changes made by email packaging and transmission.

If the .zip archive would be too large to email (more than 2-3 MB), you can upload it to one of the free file sharing services, and send the resulting link in your email; we recommend either http://get.tt or http://wetransfer.com.

If the product in question (e.g., DocsFlow, WordsFlow) has an Send Email to Support… in its menus, start there. Otherwise, send an email to support@emsoftware.com, attaching the archive file you created (or a link to it, if you’re using one of the file sharing services), with the body of the message containing:

  • your operating system type and version (e.g., Mac OS 10.9 or Windows 8);
  • your “mothership” product and version (e.g., InDesign CC 2014 or QuarkXPress 10)
  • your Em product, version (e.g., WordsFlow 1.2.4 or InData 2.2.1) and Em license, or else let us know you’re evaluating the product (these first three are filled in automatically if you’re using Send Email to Support);
  • a detailed outline of the problem or question, along with the steps required to reproduce the problem.

If you’re using DocsFlow, then please use the Google Docs sharing tools to share the document in question with support@emsoftware.com (read-only).

We will always respect the absolute confidentiality of any files you send us.

We pride ourselves on our small-company personal touch (see “People” sidebar), so you’re welcome to call us (see our contact information at the bottom of every page on this site). However, if the problem isn’t quickly answered over the phone, we’re going to request that you follow the email directions above.

Interactive support

In rare cases, if we can’t reproduce your problem on our systems, we can schedule an online screen-sharing session to see the problem on your machine. (This method does requires a decent uplink speed on your Internet connection to be practical.)

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