Maybe your problem is already fixed by us. Be sure to
If you are running an old build of AADServer:
If the previous 2 Steps do not fix the problem, please let us know and tell us the following Items :
support email to
|Item 2||Use your own correct email address. See this on "Your Email Address is important".|
|Item 3||Tell us which version of our Terminal Server software you are using.|
|Item 4||Include the Support-ZIP-File in the email. This file will assist us in analysing the problem.|
|Item 5||In case you have a license number, do mention the license number.|
|Item 6||Tell us what you are attempting to do.|
|Item 7||Tell us what the problem is. Type some more text then "it does not work". Type as much as is sensible to describe the problem.|
Tell us when the problem did happen.
In case of error messages on screens
In case the problem is about "connections" or "not able to connect from a client":
If you think that the problem about "connections" is an AADS problem, present the following details:
|Item 11||In case you have already sent some emails, keep the email history complete.|
|Item 12||The help desk uses the English language.|
We strive to answer your mail within 1 business day.
As you can read in our Checklist we need details for being able to support you, including the ZIP Support File . Please do not tell us "you can download the ZIP Support File from http://www.somewebserver.com/somelink". To avoid risks related to downloading something from unknown-to-us sources on the internet, the helpdesk does not access the internet and download something.
The helpdesk does not access servers from customers because of the liability risk involved.
Our support is limited to our AADS Terminal Server products. It is unfortunately not possible for us to support all those applications that you can run and all those generic IT problems that can happen. We can not answer questions like "does the application XYZ work?" for the simple reason that there are to many applications available for Windows. We do not have enough time and enough staff to test them all. This is why we supply you with a Demo, so you have every opportunity to test AADS Terminal Server with your applications, network, infrastructure, etc.
The HTML-pages as served by the integrated web server can be changed. Please note: our support is limited to AADS Terminal Server. We can not support you on “how to write HTML, CSS, or other web page issues”. It is OK with us if you change the HTML-pages as served by our web server, but it is your responsibility to ensure you write valid, usable and working HTML-pages.
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