Problem Solving and Obtaining Help

Please refer to the User Guide First

We all know the frustration that occurs when computers or items of software suddenly don't work or do something completely unexpected.

As you can imagine, the unravelling of some technical problems can be time-consuming for us and you. If you do experience technical problems please first read your User Guide. Each software program includes a User Guide either in CD or printed formatt. We've worked hard to ensure that it can help you if any technical problems arise. We've also compiled a comprehensive User Guide Help facility within most of our programs. It's just a matter of hitting your computer's F1 (Function 1) key on your keyboard when you experience a problem.

If you do experience genuine technical problems—please—first exhaust all possible self-help alternatives such as firstly reading your manual or using the online help function to ensure that you are using the program correctly. Often a problem can be very quickly resolved in this way.

Please note that we have a policy of no refunds on our software. We do everything we can to help you resolve any difficulties or frustrations.

Help By Email

If you have read your manual and used your online help function and still can't solve your problem, then you can get technical support by email. Many of our programs, such as Solar Fire, Solar Maps and Solar Writer have built-in menu items which are designed to help you submit technical support queries.

Look under the program's menu for Help / Get Technical Support by Email...

You will first be required to enter or verify your contact details, and then an email will be automatically created for you, containing all relevant technical information about your program and operating environment. All you have to do is to add a clear description of the problem or issue, and then send it. In your description, please provide answers to the following questions if possible.

Please describe the exact problem and circumstances in which it occurred. In other words what was the exact procedure that you were carrying out just before your problem occurred—and then what happened?
Please note the exact wording of the error message including any error number if there is one. Write down the details before you call.
Is this a recurring problem or has it only happened once?

If you do need technical support by email, then using this built-in program function is the preferred method, as the information which is automatically included in these emails is often very helpful to us in helping to find and resolve any problems.

However, in those case where you are unable to use this built-in email support, please just send you query to support@esotech.com.au

Calling for help

If you can't solve your problem via any of the above methods, please have the answers to the following questions before calling for technical support.

With which of our programs are you experiencing problems? Please include the full version number.
What operating system are you using, for example, Windows 95 or Windows XP?
Please describe the exact problem and circumstances in which it occurred. In other words what was the exact procedure that you were carrying out just before your problem occurred—and then what happened?
Please note the exact wording of the error message including any error number if there is one. Write down the details before you call.
Is this a recurring problem or has it only happened once?
Where can you be easily contacted during the day? (We might need this information so that we can call back at another time to help you further.)

Australian Customers:

Tel (03) 9848 2678

This phone number will put you in touch with our Victorian agent Neville Lang, who is highly experienced in the field of computer development and support.

Non-Australian Customers:

Please contact the agent from whom you purchased your software, who will be able to provide you with first-line support, and refer your query on to us if necessary.