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When you have tried everything you can think of to solve or work your way around a problem and still have had
no success then it's probably time to contact technical support. eyeon Software's Technical Support team is
available and ready to assist all registered users of our products at no additional charge.
We will work to resolve your particular issue as soon as possible but often it requires a bit of back
and forth between our users to assist in determining what the problem is, when it occurs and why. To
assist our Technical Support Team as much as possible we have put together the following tips and hints
on how to contact us and what information to provide.
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Contacting Support by Phone |
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eyeon Software Support can be contacted by phone at 1-416-686-8411 ex. 3 If you are unable to reach a member of
our team please leave a message and we will respond as soon as possible. Technical Support voicemail is monitored
constantly and all messages responded to. When leaving a message make sure to leave your full name and the company
or organization you work for. As well please provide a phone number (speak clearly) where you can be contacted and
when the best time to contact you would be.
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Contacting Support by Email |
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Email is definitely the most effective way of contacting eyeon Software Support. You can email our tech staff
at  tech@eyeonline.com. When
emailing us with a specific problem please refer to the following pieces of advice on what info to email
us and how to explain your issue.
- Please include the version of our product you are using. This can be determined from the Help>About box
of the program while it is running. If you are a DFX+ user please let us know if you are using a standalone
dongle based copy or one that came with your dpsVelocity, dpsReality, dpsQuattrus or
Newtek Toaster system.
- Please include your full contact information, name and company so that your account can be located in our
database.
- If your company or organization is running multiple copies of our software please provide us with the serial
number of the particular copy that is having the problem. The serial number can also be found under
the Help>About box of the software while it is running.
- If you have experienced a crash make sure that it is repeatable. If the crash is repeatable please provide
us with the exact steps necessary to reproduce the crash on our own machines. If the crash pertains to a
particular piece of footage please provide us with a few sample frames of the material if possible (anything
provided will be kept with the utmost security.)
- If you are contacting us about a registration issue please provide us with your serial number as well as the
CDKey that is available off of the product box or manual. As well please pass along when the copy of our software
was purchased and from what dealer or reseller you purchased it from.
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