Submitting a Support Request in TOTAL

This document details how to submit a Support Request for TOTAL.

Document 6111  |  Last updated:  09/25/2018 RR2

If you're experiencing a problem in TOTAL, you may need to submit a Support Request.  Your Support Request comes to us with a detailed diagnostic report of your system, plus any additional files you choose to attach.  To learn how to send us a Support Request, choose one of the sections below!


Submit a Support Request from the Help Menu in TOTAL

  1. With TOTAL open, click Help, then choose Submit a Support Request… from the drop‑down menu.

  2. Now, fill out the three fields with your name, a preferred contact number where we may reach you, and a brief overview of your issue.
  3. If you aren't having an issue with a specific report, and we haven't asked you to send us a file, then you're done!  Simply click Submit SR to send us your Support Request, and we'll be in touch with you shortly.
If you need to attach files to your Support Request, select a panel below for instructions.

Submit a Support Request from the Tech Support Assistant

  1. On your keyboard, press Windows Key + R.

  2. When the Run dialog appears, enter %tsa6% and click OK to open the Tech Support Assistant.

    You can also access the Tech Support Assistant by clicking Start  [All] Programs  TOTAL  Tech Support Assistant
  3. After the Tech Support Assistant appears, fill out the three fields with your name, a preferred contact number where we may reach you, and a brief overview of your issue.
  4. If you aren't having an issue with a specific report, and we haven't asked you to send us a file, then you're done!  Simply click Submit SR to send us your Support Request, and we'll be in touch with you shortly.
If you need to attach files to your Support Request, select a panel below for instructions.

OPTIONAL: Attach a report

  1. If you're having an issue with a specific report, first open the Tech Support Assistant using one of the methods shown in the panels above.
  2. Click the Browse button.

  3. Use one of the first 3 tabs at the top to browse for your report.  Mark the check box next to the file you're having an issue with, then click OK to attach it to the Support Request.

That's it!  Your file is now attached.  Make sure all fields are filled out and click Submit SR to send us your Support Request.

OPTIONAL: Attach databases

In some cases, you might need to send us a copy of your TOTAL databases.  After you open the Tech Support Assistant using one of the methods shown in the panels above, follow the steps below to attach databases to your Support Request.

  1. Click the Browse button.

  2. Check the box next to Include Databases, then click OK

That's it!  Your databases are now attached.  Make sure all fields are filled out and click Submit SR to send us your Support Request.

Requests with databases attached may take longer than usual to send.

OPTIONAL: Attach a DMP file

If TOTAL is hanging or frozen, you may need to send us a DMP file with your Support Request.  DMP files help us identify information about TOTAL's behavior by recording details about what the program is currently doing.  To create a DMP file, you need to open the Tech Support Assistant while TOTAL is experiencing the problem.

  1. To open the Tech Support Assistant while TOTAL is hanging or frozen, right‑click on the TOTAL icon in your Windows taskbar.  Then, select Tech Support Assistant from the menu that appears.

  2. Click the Browse button.

  3. Choose the DMPs tab at the top.  Then, while TOTAL is unresponsive, click Create 32‑bit DMP.
    Make sure TOTAL is currently unresponsive when you click the Create button.

    Once the file is created, simply mark the check box next to the DMP file you created and click OK.
  4. To send us your request, make sure all fields are filled out and press Submit SR.
  5. Requests with DMP files attached may take longer than usual to send.

That's it!  Your Support Request has been submitted.  One of our technicians will contact you shortly.

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