HowTo Ask Support

HowTo Ask Support

Checklist for sending a support email

Step 1

Be sure to first check and fix issues as they appear in the Windows Eventlog .
Read or search the Manual .
Read or search these FAQs.
See the information and procedures on our Support webpage. Most issues are covered by our Support webpage. Usually the answer is either in the Manual or in a FAQ.

Step 2

Maybe your problem is already fixed by us. Be sure to check the ChangeLog.
If you are running an old build of AADServer:

Download the latest AADS build and install it.
Do not un-install AADServer.
Re-install the latest AADS build on top of the current installation.

Step 3

If the previous 2 Steps do not fix the problem, please let us know and tell us the following Items :

Item 1	Send your support email to support aads-worldwide.ae or support aads-worldwide.hk or support aads-worldwide.ch (no need to send your email to all support email addresses; it is OK and enough if we receive your email only 1 time...)
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 Server 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.
Item 8	Tell us when the problem did happen. Be specific about the date and time. Do mention the date and time as exact as possible. Preferable use 24 HOUR format. We are located in a different part of the world, different Time Zone. Do not use terms like "yesterday" or something like that. We are located in a different part of the world, different Time Zone.
Item 9	In case of error messages on screens Do mention the error messages in your email. Include screendumps. Be sure to tell us the date, time, seconds of the screendump so that we can match it with the contents of the Support-ZIP-File.
Item 10	In case the problem is about "connections", "not able to connect from a client", "client show a black screen while attempting to connect". "some kind of problem when the user does a login", Investigate the problem and its details using the steps in the Connection Problems FAQ. If you think that the problem is an AADS problem, present the following details: IP Address of the client. Username that does attempt to connect / login. Date, time, seconds of the connect / login attempt. In case the AADS Client Software is being used, do also send us the Support-ZIP-File of the Client .
Item 11	In case you have already sent some emails, keep the email history complete.
Item 12	The help desk uses the English language.

Support response time

We strive to answer your mail on the same day or within 1 business day.

The Helpdesk does not download ZIP Files from the internet

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

The helpdesk does not access servers from customers because of the liability risk involved.

Scope of our Support

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.