Submitting a Support Request in TOTAL

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

Document 6111  |  Last updated:  11/15/2019 MJY

If you're experiencing a problem in TOTAL, the Tech Support Assistant provides an easy way to alert us of your issue via a Support Request. A Support Request allows you to send us a description of the issue, a detailed diagnostic report of your system, the option to attach any pertinent files, and the best way to get back in touch with you — to help you resolve the issue as quickly as possible. To learn how to send us a Support Request, follow the instructions below.

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 or from within TOTAL by clicking Help 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.
    If you need to attach files to your Support Request, select a panel below for instructions.

    OPTIONAL: Attach a report

    1. Click the Browse button.

    2. 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. Expand the panels below for information on attaching additional files, or proceed to step 4 below to submit your report.

    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 the method shown 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. Expand the panels below for information on attaching additional files, or proceed to step 4 below to submit your report.

    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, Expand the panels below for information on attaching additional files, or proceed to step 4 below to submit your report.
      Requests with DMP files attached may take longer than usual to send.

    OPTIONAL: Attach an XML, PDF, or any other kind of file

    1. If you're having an issue with an XML, PDF or any other kind of file, first open the Tech Support Assistant using the method shown in the panel above.
    2. Click the Browse button.

    3. Click the Browse Instead button to locate and select the file you wish to attach.

    4. Now, click OK and

    That's it! Your file is now attached. Expand the panels below for information on attaching additional files, or proceed to step 4 below to submit your report.

  4. Simply click Submit SR to send us your Support Request, and we'll be in touch with you shortly.

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