Contacting Technical Support

Copia International provides updates and telephone support for the CopiaFacts product for three months after the initial purchase. There is no charge for the initial three months of support. You will be billed at the current rate for additional one year periods of support. Please contact your reseller for the current cost for support.

Support contacts

1. The CopiaFacts reseller from whom you obtained your CopiaFacts system, if applicable.

2. Copia International:

Telephone:(877) 720 0921 (from outside the USA, call +1 630 388 6900).
Fax:(630) 778 8848
E-Mail:support@copia.com

3. Copia UK office:

Telephone:+44 1672 841393
Fax:+44 1672 841396
E-Mail:support@copia.uk.com

4. Remote Support:

A remote support option is available using the COPIATECH utility.  This allows your machine to be viewed and controlled by Copia support personnel.

 

Reporting Problems

The more practical detail you can supply to Copia support, the quicker we can resolve a problem!  When reporting problems with the CopiaFacts software, please supply us with as much of the following information as possible:

Hardware Your hardware configuration:
Machine type and Operating System.
Boards and Ports in use, with driver versions
The easiest way to do this is to leave Debug Configuration and Startup set on the COPIAFACTS Options/Debug page and send us an Engine Trace file as described below.
Software The version of the main CopiaFacts software (given on the COPIAFACTS status screen) that you are running. If, exeptionally, you are running an older or newer version of one of the the other utility programs or client programs, left-click the Copia copyright notice to display the version number and last modified date.
Problem A complete description of the problems, including, if applicable, status screen displays.
Engine Trace The trace file (nodename.TR?) created from the main COPIAFACTS engine (if applicable). If possible, send original trace files, and not other formats (e.g. .DOC) created from them. If sending by e-mail, ZIP the file first to avoid the file being word-wrapped and to reduce transmission time. The engine trace files will be found in the CopiaFacts Application Data folder (typically \\machine\COPIA\FAXFACTS), unless overridden by an FFTRC system environment variable. The last digit of the file extension indicates the day of week, with .TR0 starting the week on Sunday, .TR1 Monday, etc.
Other Trace The trace file (nodename.FT?) created by FFTRACE which captures debug data from other CopiaFacts programs running on the same machine. The trace data collected by FFTRACE will be found in the CopiaFacts Application Data folder (typically \\machine\COPIA\FAXFACTS), unless overridden by an FFTRC system environment variable. The last digit of the file extension indicates the day of week, with .FT0 starting the week on Sunday, .FT1 Monday, etc.
Gateway TraceThe Gateway trace files are named with extensions GW0, GW1 etc. as described above.  They will be found in the local folder on the Gateway machine specified in the GWMANAGER Gateway manager.  In addition to the trace file, please always include the .BAK (or .XXX or .MSG) and .MIF files associated with any problem incoming message.  If an FS file has been written from the Gateway, the reference number of these files will be in its SMTP_MSGBASE variable value.
Service TracesTrace files from other CopiaFacts services and drivers are enabled by running FFTRACE elevated (as administrator), but FFTRACE does not need to be left running to capture these traces.  Instead the trace files appear as program.FTx in the same folder as other trace files.
Configuration A copy of your configuration file (normally FAXFACTS.CFG) and any relevant user profile files.
Exceptions Some programs include the ability to report in detail on unhandled exceptions, which can occasionally occur.  This will be saved in a file BUG_program_timestamp.TXT.  The file will be normally be written in the same local folder as your trace files.
IIF Copies of any .IIF files you may be having difficulty with.
FSCopies of any FS files you may be having difficulty with.
Log FileThe daily (yyyymmdd.DBF) log file in the FAXFACTS\LOG folder will provide us with context for the problem.  It shows the pattern of successes and failures and in some cases leads directly to the cause.

If problems in the CopiaFacts engine are repeatable, you should run COPIAFACTS with error tracing enabled (see COPIAFACTS trace options). Error tracing creates a trace file of call progress events. This log may be quite large since each state of the call is logged. For this reason you should normally speak to Copia or your technical support contact so that the best options can be selected to diagnose the problem. You can also turn on error tracing dynamically using the F5 and F6 to F10 keys (see COPIAFACTS Keyboard Functions).

Sending Files to Copia

If you configure EMSETUP with your e-mail server credentials, there is an option in this program to enable an Explorer right-click menu option to 'Send Files to Copia'.  This allows you to send trace and log files, and other files relating to problem issues directly to Copia support personnel.  You can also send files in normal e-mail, but in both cases, if the attachments are extremely large, please contact support first for details of other options.

When you send files to Copia, it will expedite the resolution of the problem if you note the following important points:

Please send trace files, when requested, in their original format, preferably 'zipped', and with their original file extensions, so that our special analysis tools can be used on them. This is not possible when we receive a file that has been truncated, converted to a Word document, or captured in a screen-shot.

For performance reasons the COPIAFACTS program buffers trace files in memory. So if you copy the trace file to send to Copia the last couple of dozen lines will normally not be included in the file on disc. To avoid this problem, please uncheck 'trace to file' temporarily while you copy the file for transmission. If the problem causes a COPIAFACTS program crash, you can also ensure that all the trace lines are written to disk by checking the debug option 'Flush Trace Buffer'. However you should take care not to leave this setting enabled during normal operation as it severely impacts performance.

If you are sending CopiaFacts command files (for example .FS files) please ZIP the files before you attach them to e-mail. The timestamp on such file is often significant, but it is not preserved if the file is embedded directly in an e-mail.

Please e-mail the above information to support@copia.com, or to the support person who is dealing with it. The country code is 1 for international calls.

If you have configured EMSETUP with your own e-mail account details to send notifications, please enable Explorer 'Send to Copia'. This allows you to right-click a file in Windows Explorer and e-mail it to a selected support person at Copia.