Microsoft Gold Certified Partner Microsoft Dynamics GP Presidents club 2010
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Contact Support for Partners

Contact Support Steps (for Partners)

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

  1. Check the Product Documentation & Previous issue logs to confirm proper procedures were followed. Product user guides & documentation can be found on the Partner Portal.
    1. Installation documentation – contains details on general installation procedures
    2. User documentation – contains many set-up, workflow and window element details
  2. 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
  3. Reproduce and document the issue, capturing the following information:
    1. Procedural steps
    2. Screen shots
    3. Script.log (for instructions, see PartnerSource)
    4. Dexsql.log (for instructions, see PartnerSource)
  4. 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 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…
  5. If requested, upload the end user’s Microsoft Dynamics GP environment
    1. Full database backups of the DYNAMICS and Company databases
    2. Include complete contents of the GP folder, including all of the subfolders, plus any additional folders referenced in the end user’s Microsoft Dynamics GP launch file (Dynamics.set)
      3. (This is so that we can troubleshoot the issue using tools that must remain on the premises of Binary Stream.)

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