Copia Support

Technical support when you need it.

Get help with CopiaFacts installation, configuration and operation, or go directly to the complete product reference manual.

Call Support: 877-720-0921 Open Reference Manual

Technical support: Monday–Friday, 9:00 a.m.–5:00 p.m. CST

Contact Support

Talk to Copia technical support.

Customers with a current maintenance agreement can call 877-720-0921 for technical assistance.

Before you call

Having the following information ready helps us diagnose the issue more quickly:

Current Copia serial number
Company name or phone number
Windows / operating system version
Fax or voice hardware, or boardless provider in use
A clear description of the problem, including any error messages and when the issue began

If your maintenance agreement has expired, contact Sales or call 800-689-8898 to renew before requesting technical support.

Documentation & Utilities

CopiaFacts Reference Manual

The complete CopiaFacts 9.1 Reference Manual is available online, including configuration, utilities, APIs, system administration and troubleshooting information.

Open Reference Manual

System requirements

Most current installations use boardless FoIP or VoIP configurations, while CopiaFacts continues to support legacy hardware where required.

Review system requirements →

External IP address

Use Copia's IP lookup when Support asks for your public IP address or when configuring the $email_localname parameter.

View your external IP address →

Remote assistance

Start a remote support session.

When a Copia support representative needs to view or control your system, remote assistance is provided using RealVNC On-Demand Assist.

Open COPIAINSTALL9

Run COPIAINSTALL9 on the CopiaFacts system and click Remote Support in the lower-left corner. This downloads and runs the small On-Demand Assist component.

Run On-Demand Assist

After the first download, the remote-support program is also available from Windows Explorer under Copia Shortcuts. Copia Support may occasionally ask you to download a newer copy.

Follow the support representative

Keep the On-Demand Assist window open and follow the instructions from the Copia support representative to establish the session. Remote access is used for the support session you initiate.

If you only want to download the remote-support component without running it, Control-click the Remote Support button in COPIAINSTALL9.

Maintenance

Software maintenance & updates

Support is available through an annual maintenance agreement or on an hourly basis. A current maintenance agreement includes:

Incremental and full-version software updates
Telephone technical support, Monday–Friday, 9:00 a.m.–5:00 p.m. CST
Documentation updates and supplements
Remote technical assistance when needed

The initial 90 days of maintenance from the date of purchase are included to cover installation and setup of your CopiaFacts system.

Maintenance pricing is based on the number of ports and is valid for one year from the date of purchase. Contact Sales for pricing, renewal information or the expiration date of your current agreement.

If you are running CopiaFacts v8 or later, run COPIAINSTALL from the Copia program Start menu to check for available updates.

Support under maintenance is intended for normal CopiaFacts installation and use. Disaster recovery, system relocation or hardware rebuilding, retraining, and support outside an active maintenance agreement may be billed at Copia's current hourly rate. Maintenance agreements are intended to remain continuous; a lapse may be subject to a reinstatement fee.