In this article
This page lists how to contact support.
Before contacting support, consider reading the FAQ section here.
Email us:
VisualizationsSupport@forsta.com
Mandatory info
In all of our support e-mails we need some basic information from you to be able to solve your case as soon as possible.
Project name
Report name
The slide name (or number) where the issue occurred.
An image is helpful to send along in order to give us more information.
Important to note
If you are having problems with something in the Admin part of the system, please always tell us where, and on which tab you are having problems.
It is also good to send in images so that we can identify the browser issues directly. It is always good for us to know the browser version.
A very important step for us is figuring out how we can recreate the issue. We need to be able to recreate it to be able to find what is causing the issue.
Our priorities
Forsta Visualizations Support will prioritize all cases by different needs.
Group A will include the most urgent cases, whereas Group D will include cases that may not need immediate assistance.
Examples of cases assigned to the four different groups:
A) The system is down for all admins and users. Nobody can login, or there are global issues with our servers.
B) Issues with a specific project where users/admins can’t use the portal. There can be issues with updating reports for all users, or importing data files where all the data are correctly stored.
C) Issues with a project where there are setup problems with a module, or there is an issue with a specific action in Forsta Visualizations. You want to order more users, or have questions about the software in general.
D) Design flaws where obvious workarounds exist.
Example of a proper support case
Subject: Issues with respondent date. All respondents receive today’s date.
URL: Manager.dapresy.com
Project: Tellus Telecom
ID: 9999
Issue: I’m trying to import new data into my project, and I have a date variable in it. No matter how I import it, all respondents get today’s date instead of the correct date. See on the attached image, the real date assigned to all of the respondents. I use “Import meta data and case data.” I’m not inactivating excluded meta data. The answer block logic I use is “Identical answer lists,” and the meta data transformation I use is “Wave 2. "I have created a copy of the project, since I need to work in the real project. It’s called “Tellus Telecom_Support.”
Let me know if you need any additional information from me.
Best regards,
Lisa Andersson