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Contact Support Steps (for End Users)

For end-users it is of great importance to include your Value Added Reseller (VAR) on support related issues. This will ensure that they are aware of your situation with our products and of any fixes we provide, which will enable them to provide better support to you in the future. Additionally they can help you mediate the steps below to speed up the time it takes to resolve any issues.

In efforts to speed along the support process, please follow the steps below.

  1. Contact your Microsoft Dynamics GP Value Added Reseller (VAR).
  2. Check the Product Documentation & Previous issue logs to confirm proper procedures were followed.
    1. Installation documentation – contains details on general installation procedures
    2. User documentation – contains many set-up, workflow and window element details
  3. Try to rule out any other third party customizations or Microsoft Dynamics GP itself
    1. Disable the Binary Stream Product – remove the product files from the Microsoft Dynamics GP launch file, Dynamics.set, and use only GP windows and reports
    2. Run some tests
  4. Reproduce and document the issue, capturing the following information:
    1. Procedural steps
    2. Screen shots
    3. Script.log (for instructions, see CustomerSource)
    4. Dexsql.log (for instructions, see CustomerSource)
  5. Send the captured information along with the following additional information in an email to support@binarystream.com:
    1. Name of the VAR
    2. Name of you, the end user
    3. Name(s) of the Binary Stream Software product(s) and/or customization(s)
    4. Build number(s) of the Binary Stream Software product(s) and/or customization(s) from Help >> About Binary Stream Software
    5. Version and service pack of Microsoft Dynamics GP from Help >> About Microsoft Dynamics GP…

>> After these steps have been completed please email Support@binarystream.com