Support
Technical support for Tarma's products
Product documentation
We provide extensive documentation with our products. Please use that first.
How to request technical support
If you you have a question about InstallMate 11, you can send an email to support@tarma.com.
No technical support is available for any of the free tools on this web site.
We accept technical support requests subject to the following conditions:
| Current version of InstallMate 11 only |
We only accept technical support requests that apply to the most recent release of InstallMate 11. If you are using older version of InstallMate 11 or a previous installer product, we will just tell you to update your installers and try again. |
| Include your registration information |
When requesting technical support, please identify yourself by including the Registration information that you will find in the Help > About InstallMate dialog box in InstallMate Builder. |
| Be specific | Do not say "it doesn't work" or "my application does not install". We need at least the information listed under What to include. Failing that, we will just tell you to go back and collect the information that we need. |
| Meaningful Subject: line | Do not send email messages with a subject line of "Help" or "Bug in InstallMate" or even a blank line; use something specific such as "Installation fails without Administrator rights on Windows 10". |
| Do not recycle subject lines | If you have a new request, create a new message with a new and meaningful Subject: line. Do not keep adding to an old message over and over again. |
| Keep attachments small | Our email server rejects all email messages larger than app. 7 MB. Keep it small and concise, and use Zip or 7Zip compression for larger attachments. |
| Correct reply address | Make sure that your From: and Reply-to: addresses are correct! Each month we receive several messages that have incorrect return addresses, which means that our replies will never reach you. |
| Do not bounce our replies | Ensure that your mail server doesn't bounce or silently discards our replies. We don't send executable attachments and don't send out spam. If you want to filter spam, please base your filter on IP addresses, not on "from" addresses. "From" addresses are trivial to forge, so they don't really mean much. IP address filters are much more reliable. |
What to include
In your technical support request, include all of the following that apply.
Important: It will save you a lot of time to include as much information as possible when you lodge your support request, because otherwise we'll just get back to you and ask you for the information that you should have provided in the first place.
| Your registration information |
When requesting technical support, please identify yourself by including the Registration information that you will find in the Help > About InstallMate dialog box in InstallMate Builder. |
| Synopsis | A short summary of the problem you are experiencing. If there are any error messages, include those as well. |
| InstallMate version | The version of InstallMate 11 that you are using; use Help > About InstallMate to get all the details. |
| Windows version | The version of Windows (including any service packs) on which the problem occurs. |
| How to reproduce | Describe how we can reproduce the problem. This is very important; if we cannot reproduce the problem, we cannot solve it either. |
| Why is this a problem? | Explain what the problem is and why you consider it to be a problem. A considerable number of so-called "bug" reports are actually intended features. |
| What do you expect instead? | If you think there is a problem, then explain what you think should happen instead, and why that should happen. |
| Project file | Include the .improj project file that illustrates the problem (not the .imuser workspace file!). |
| Build log file | If the problem concerns a build problem, you must include the build log file. |
| Installation log file | If the problem concerns an installation problem, you must include the Setup log file of a failed installation or uninstallation. |
| Screen shots | If possible, include screen shots that illustrate the problem. |
Copyright © 2024 David Adams. All rights reserved. Page last modified on 2024-12-13 15:50
