How to resolve your technical issues quickly

IT issues are inevitable. No matter how advanced a device or service is, the 2nd law of thermodynamics applies to computers as well.

At Emsisoft, we understand how frustrating technical problems can be. This is the reason you always have a real person to chat with you, and your email messages are addressed within a couple of hours, if not instantly.
Our dedicated support team is here to provide swift and effective solutions to all your concerns, whether they are technical, billing, or administrative in nature. With their expertise and your cooperation, you can expect a speedy and efficient resolution to any issue.

While nearly all reported issues can be resolved through our self-help pages, this blog article outlines the steps you can take to expedite the resolution process when reaching out to our Support Team.

Channels

You can contact us through our Help Pages, where you can use the Mail or Chat button, both options are accessible from the bottom left corner of the interface of our installed software, as well.
Alternatively, you can send us an email to [email protected] or initiate a chat by clicking on the chat bubble in the corner of any of our webpages.
For more complex issues, we encourage you to use email, which allows for detailed descriptions of steps taken, screenshots, and logs.
For quick questions, the chat channel is your best option, but please keep in mind that we need to verify your identity, which can be done by providing us the relevant order number or license key.

Regardless of the channel, please explicitly state that we have permission to access your workspace. Granting us access to view your workspace information is essential in replicating and resolving issues.

Here’s a summary of the crucial details you should include in your communications with us:

Provide a Clear and Detailed Description

When creating a support ticket, your description of the issue is vital. Emsisoft’s dedicated support team relies on specificity. Please include:

• The nature of the problem or request.
• When the issue first occurred.
• Any error messages or codes encountered.
• Recent changes to your system or software.

Clear and concise descriptions help our team to quickly understand the problem, avoiding unnecessary delays due to vague descriptions.

Include Relevant System Information

Emsisoft’s experts need information about your hardware, software, and environment for effective diagnosis and resolution. Please provide:

• Name of your workspace and computer.
• Permission to log into your Workspace to check Settings and Logs
• Device type (e.g., laptop, desktop, smartphone) and Operating System version.
• Recent updates or changes made to your system.

This information helps Emsisoft’s support agents narrow down potential causes and provide solutions specific to your setup.

Attach Relevant Screenshots or Logs

Visual aids, logs and description of recent events can be very helpful in diagnosing issues, for instance:

• If your issue involves error messages, software glitches, or any visual anomalies, please take screenshots and attach them to your support ticket.
• More rarely we will ask you to collect logs locally, on your device. Here you can find the step-by-step instructions on how to collect debug logs and FRST Logs.

Mention Any Troubleshooting Steps Taken

If you’ve already attempted to address the issue on your own, Emsisoft’s support team encourages you to share what you’ve tried. For this reason, please include details about any troubleshooting steps, fixes, or workarounds you’ve attempted.

Conclusion

Our dedication to your satisfaction, together with your cooperation in providing punctual information, guarantees that your technical issues are addressed promptly, effectively, and effortlessly. Our excellent Support Team is always available to help you, rest assured that you are in good hands.
Please do not hesitate to visit our help pages and reach out to us whenever you need.