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Contact technical support

Question? Concern? Suggestion? Anxiety? Anomaly? Tell us on the support mail... after having read the few lines below ;) This will avoid "ping-pong" e-mails because, as the saying goes: 1 good e-mail is better than 10 incomplete ones!

"Support - A good mail is better than 10 useless"

Tip

For problems related to Scan FME, please consult the dedicated section by clicking here.

Best practices

If you want your problem to be dealt with quickly, here are a few best practices:

  • prefix the subject of your e-mail with the name of the software package concerned: APP - subject, SCAN - subject, OpenCatalog - subject, etc;
  • specify whether the request is for assistance or to report an anomaly;
  • if it is an anomaly :
    • make sure it can be reproduced;
    • detail the scenario in stages to reproduce it;
    • if possible, attach one or more screenshots;
    • indicate expected behavior.
  • copy your project contact;
  • provide additional information to help understand the context (proxy, usage, configuration, etc.).

NB

If you use Isogeo in On-Premises mode, your IT department contact may need to retrieve the logs required to investigate the problem.

Sample e-mail to report an anomaly

A : support@isogeo.fr

Subject: Scan - The number of records returned does not match the expected number (number of data in the entry point)

Message body: Hello,

When I scan entry point X, I get Y metadata sheets (see screenshot in attachment), whereas there are Z datasets in the targeted schema / folder (see screenshot in attachment).

To reproduce :

  1. go to the scan interface ;
  2. start scan on entry point X: 10 tables are displayed;
  3. go to inventory: only 8 tables appear.

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