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2043 - Submitting Support Requests

Submitting Support Requests

If you're experiencing a problem while using one of our products, we have several options to alert us to your issue using Support Requests. A Support Request allows you to send us a description of the issue, diagnostic information, any relevant files (such as screenshots), and a way to get in touch with you so we can help resolve your issue as quickly as possible. To learn how to send a Support Request, select your product below and follow the instructions.

TOTAL

Follow the instructions below to submit a Support Request via TOTAL's 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.

  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.

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.

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.

    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.

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 Open, and then click OK.

That's it! Your file is now attached. Proceed to the next step below to submit your report.

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

Titan

Follow the instructions below to submit a Support Request via the Help menu in Titan Reports:

  1. While logged into TitanAppraisal.com, click Help and select Support Request.

  2. In the window that appears, fill out the details of your Support Request. Make sure to give as much detail as possible and attach any files relevant to your request.

  3. After filling out the details of your request, click Submit and we'll reach out to you shortly.

alamode.com

Follow the instructions below to submit a Support Request from www.alamode.com/MyAccount:

  1. Log in to your a la mode account at www.alamode.com/MyAccount using your a la mode Username and Password.

  2. Click Get Help on the left‑hand side of Account Overview to access your support tickets.

  3. Click Request Help on the right to start your Support Request.

  4. On the page that appears, fill out the Issue Description and the Contact Information so our techs know how to reach you regarding your issue. You also have an option to attach any relevant files related to your request as well at the bottom of the page.

  5. Then, click Submit to send your request to our support team so that we can reach out to you to start troubleshooting.

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