STREAMdiff Support Guidelines

Email:
Telephone: 08456 033166

Before sending your support request to S4 Software Support please review the information we require to make the issue resolution as accurate and fast as possible. You can download the table of requirements below as a PDF or an editable Rich Text Format document.

Before reporting an issue to S4 Software Solutions Support please make sure if possible you can reproduce the issue locally. Please include your internal tracking number in the subject line (if applicable).

You will be issued with a S4 Software Support tracking number by return.

When reporting an issue please send all of the following information and data files:

Customer Information

 

Your company name

 

The STREAMdiff contact

 

Contact telephone number

 

Contact email address

 

Is this a proof of concept

 

STREAMdiff information

 

STREAMdiff version. In HELP > ABOUT

 

STREAMdiff PC Operating System & Patch level.

 

Where are the files being read from. Operating system and patch level

 

Where are the files being written to. Operating system and patch level

 

List of exact steps taken to reproduce the issue.   If possible please include screen caps of your steps taken.

 

For any issues pertaining to visual problems provide a screen cap and the page number where the visual problem occurs.

 

Provide the entire error message and include a print screen of the error message.

 

Data and resources– if applicable.  See Data Information section for all information required when sending data files.

 

A printout/scan of the original data file for us as a reference.

 

Please provide us with both the Control and Test files.  

 

Please provide us with the Log files

 

Data Information

 

AFP

 

Are the resources inline?

 

If the resources are not inline please provide

  1. • Fonts
  2. • Codepages
  3. • Formdef (if applicable)
  4. • Page Segments (if applicable)
  5. • Overlays (if applicable) 

 

AFP Line Data

 

We require the Page Definition and the Form Definition.  Also the Record delimiter used.

 

PDF

 

What application was used to generate the PDF file?

 

Postscript

 

What application was used to generate the Postscript file?

 

Xerox

 

If the resources are inline please indicate this in your email.  We also need: 

  1. • JSL(s) 
  2. • Name of the Start JSL
  3. • Name of the Start JDE
  4. • Record delimiter

 

If the resources are separate forward all: 

  1. • JSL(s) 
  2. • Name of the Start JSL
  3. • Name of the Start JDE
  4. • Record delimiter
  5. • Fonts (.fnt)
  6. • Images (.img) 
  7. • Logos (.lgo)
  8. • Forms (.frm)