Tips and Tricks: Help Us Help You

Tips and Tricks: Help Us Help You

Here in the Support department at PaperWise, we strive to provide the best technical support experience available anywhere for all of our customers.  As soon as your request for support is submitted via phone, email, or through the web at www.MyPaperWise.com, a technician begins researching your request in order to provide a solution as soon as possible.

The next time you contact Support, please consider the following:

1. Regardless of how you submit your request always include your name, the company you are with or are contacting support on behalf of, an email address and phone number you can be reached at, and a brief description of the issue.
2. Please note (as much as possible) what you were doing or what your workflow was when the error occurred.
3. Is there an error number or error message such as "Error 53: File not found" or "XML in incorrect format"?  If there is a short number for the error, please provide that when possible.  If the error number is longer, such as -2147220499, take note of the notification that goes along with the error message.
4. A picture is worth a thousand words. Sending screenshots of the error to support@paperwise.com is very helpful when researching and diagnosing the issue.  Even if you contact Support by phone, sending a screenshot is always suggested.  Not sure just how to take a screenshot?  We can help you with that.

Taking a Screenshot

The Print Screen key is typically located towards the upper-right part of your keyboard; however, the location can vary depending on your keyboard.

Windows XP

1. To take a screenshot of your entire desktop, press the Print Screen key.  To take a screenshot of just one window, click on the window you want to take a screenshot of and press ALT and the Print Screen key (ALT+Print Screen).
2. Open up Microsoft Paint and then press CTRL+V or click on Edit and then Paste to insert your freshly taken screenshot into Paint.
3. Save the file and name it appropriately.  Remember to save your file to a location where you can find it again.
4. Attach your file to an email and send it to support@paperwise.com.

In Windows Vista and Windows 7, a program called Snipping Tool is included that allows you to take a screenshot of any part of your screen with a very intuitive user interface.  More information on the Snipping Tool can be found on the Microsoft website by clicking here.

Just a reminder…

The PaperWise Support hours are 7 a.m. to 7 p.m. Central Time.  Cases can be reported over the phone by calling 888-828-7505, through email by sending a message to support@paperwise.com, or on the Support page at www.myPaperWise.com.