Before You Call...
Before contacting support, make sure you:
- Check our Setup Pumps list.
Here you can find links to how-to documents about connecting and troubleshooting pump issues. Many problems are caused by mis-configuration. Always double check configuration of pump Display Formats and Pump Type! - Check our Setup Tank Gauge list.
Here you can find links to how-to documents about connecting Automatic Tank Gauge equipment. - Check our list of Frequently Asked Questions
This page has links to information about Installation, Enabler hardware, Software development and general troubleshooting.
- Check for downloands on our Latest Software Updates page.
Our software is continuously improving, and may find that your problem has already been fixed. - Read the Documentation supplied with Enabler.
Send Logfiles!
In most cases, we need Enabler logfiles to find problems. Including these with your first email will allow us to solve your problem faster.
- Run the AutoSupport tool on the Enabler PC to collect the relevant log files*.
- The AutoSupport tool will create a zip file in the Temp folder.
- Upload the zip file to our upload page.
- If the file is less than 3MB you can send it to us as an email attachment
- Anonymous FTP access is no longer available.
- Write down the name of the file to include with your email
Describe the Problem
- Site name and brief description
- Date and time
- Pump number, description and model (if possible, send a photo)
- What was the customer doing?
- What went wrong?
- What did you expect to happen?
- If the Enabler display does not match the pump: what values does the pump display show?
- The filename of the zipped log files from above
* Manual File Collection
If for some reason you need to manually collect log files, the following files are required:
C:\Enabler\Log\ All filesC:\Enabler\*.LOG
Compress all the files together (for example using ZIP or RAR) and send them as above.
Please send all files, not just a selection, as the relationship amongst the files is complex, and important information may be found in older files. We strongly prefer you to use Autosupport tool as it collects additional information from the PC.
