Important information when reporting an issue

Important information when reporting an issue

Problem/Question
You want to submit a ticket to report a technical issue

Solution/Work-Around
In order for us to provide any suggestions for your problem, we need the following information.

Support Data ZIP File
Please create and send us the support data zip file from the system on which the problem occurs. It will give us a lot of needed information such as operating system, location of user data folder, version number, product type, license details, RIP configuration as you see when the RIP is started, current print environment, type of all installed printers, number of hard drives and network cards, IP addresses of network cards, dongle status, RIP Server log, and more.

Error Message
Do you get an (error) message? 
If there is an Error message, at which point exactly does it appear?
Please provide the text including the title of the (error) message (e.g. a screenshot of the message).

Problem Description
Please describe in more details what you did and what happened. If possible a step-by-step description.

Reproducibility
Can you reproduce the problem or did it only happen once? 
If it is Reproducible, what exact steps lead to the problem appearing?

Image Files
To accurately analyze your report we need to have the original image files.
Of course, all customerĀ“s image files are confidential and only used for testing.

Related Articles & Links

    • Related Articles

    • What is the Support Data ZIP file?

      Problem/Question "What is the purpose of the Support.zip file?"   The file support.zip contains information as well as relevant data about the installed version of the Ergosoft RIP and can be a great help in troubleshooting. Below you will find a ...
    • How to Generate a Support Data ZIP

      Problem/Question How to Generate a Support Data ZIP file? Solution/Work-Around Open "ErgoSoft ControlCenter" Select tab "Tools" Start the "MaintenanceTool" <Exit> ErgoSoft ControlCenter and go back to "MaintenanceTool" Select the tab ...
    • Mimaki - Error 11 or 202 Parameter

      Problem/Question When sending a job to a Mimaki printer, the job is not printed and you get an error message on the display of the printer: “ERROR 11 - PARAMETER ERROR" or "ERROR 202 - PARAMETER" depending on the model you are using. The print ...
    • Windows Error 996

      Problem/Question Windows message with the description “Error 996” There can be many events which may have resulted in the system files errors. An incomplete installation, an incomplete uninstall, improper deletion of applications or hardware. It can ...
    • Error 0x18080003 License cannot be transferred into this CmContainer

      Problem/Question When trying to activate the license ticket online you receive an error message: "Error 0x18080003 The license cannot be transferred into this CmContainer. Please choose a different CmContainer and try again" This error message can ...