4.2.48. Send crash report (SuCriSendSupportRequest)

Overview

Send support request opens a form with which you send a request directly from Plant 3D to the IntegaDesign helpdesk. SuCri attaches the log file of the day and, if available, the latest crash data from Autodesk. An email program is not required.

Where can I find the function?

In the dashboard, via the envelope icon in the header. If the dashboard is pinned to the tool palette, via the Support button of the palette. You can also reach the support request directly from the license manager screen, see Access to the license management.

Alternatively, enter SuCriSendSupportRequest in the command line.

Plant 3D™ command

Video: Send support request in practice

How it works in detail

The Support window opens with the following fields:

• Your name and Email address for our reply (required fields).
• Subject, prefilled with Problem with SuCri and the version number (required field).
• What happened? Here you describe which command is affected, what you expected and what happened instead. The field is optional.
• Files that will be sent: the log file of the day and, if available, a ZIP with the latest Autodesk crash data with the note Crash data, may contain drawing fragments. Each file can be deselected or removed; with Add file... you add further files. If the total exceeds 10 MB, the window points this out.

With Send, SuCri transmits the request together with environment information (versions, hardware ID and active license keys) to the server. After successful sending, the window closes.

If the server cannot be reached, SuCri saves the complete request as a ZIP file on the desktop and displays the path. Using Copy path and Open folder, you can then send the file to the helpdesk by email yourself.

Application examples

Example 1: Reporting a crash

Plant 3D crashed during a SuCri command. Restart Plant 3D, open the support request, leave the log and crash data checked and briefly describe the command and the last steps.

Example 2: Question without an error

You have a question about operation. Deselect the crash data, write your question and send it.

Tips and best practices

• What helps us: The affected command, the order of your steps and the exact wording of the error message.
• Check for confidential content: Crash data can contain drawing fragments. Deselect them if the project does not permit this.
• Keep an eye on the size: Keep the attachments below 10 MB.

Troubleshooting

• Please enter your name so that we know who is asking. The name field is empty.
• Please enter a valid email address so that we can reply. The email address is missing or invalid.
• Please enter a subject. The subject is empty.
• The server could not be reached (...). Your request was saved as a ZIP: Send the ZIP file from the desktop to the helpdesk by email.
• The support dialog could not be opened: In this case, write an email directly to the helpdesk and attach the log file (Open error log file).

Related articles

• Error reports, describes how you report errors to IntegaDesign.
• Troubleshooting in SuCri, collects solutions for common problems.

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