NetResults

NetResults Tracker Help & Support

Requesting Support

PLEASE NOTE:  NetResults' U.S. offices will be closed on Thursday, November 27, and Friday, November 28, 2008 in observance of the Thanksgiving Day holiday. Phone support will not be available on these days. However, limited first line email-based support will be available. Full support will resume on Monday, December 1, 2008.

Please take a look at our Frequently Asked Questions (FAQ) section or the Knowledge Base for NetResults Tracker. 

If you cannot find the solution to your problem there, please send a problem report email to support@nrtracker.com with the required information below.

Required Information for users using Software Package

1. Version of NetResults Tracker you are using (e.g. 6.0.1, 5.5.4, 5.0.2).
2. Database being used (e.g. Access, SQL Server 2000, SQL Server 2005, Oracle 9i, Oracle 10g, Oracle 11g).
3. Operating System of the server on which NetResults Tracker is installed (e.g. Windows Server 2003, Windows 2000 Server).
4. Web Browser software being used (e.g. Internet Explorer 7.0, Firefox 2.0).
5. The full text of any error message which is displayed. In many cases if you get a generic database error message, you can scroll further down on the page to find more detailed error information.
6. The steps required to reproduce the problem.
7. Whether you are an evaluator or licensed user with support.
8. Attach the following log files to your message.  These files can be found on the server where NetResults Tracker is installed.
   1. All files in the installation log directory. For version 6.x or later, by default, it will be at "C:\NetResultsLog" directory. For version 4.x and 5.x, by default, it will be at "C:\NetResultsPTLog" directory.
   2. All files in the NetResults Tracker temporary directory. For version 6.x or later, by default, it will be at "C:\Inetpub\wwwroot\NetResultsTracker\pttmp" directory. For version 4.x and 5.x, by default, it will be at "C:\Inetpub\wwwroot\ProblemTracker\pttmp" directory.

Please be as specific as possible in your description of what is wrong. Including steps to reproduce the problem and the full text of all error messages is very helpful and can significantly reduce the amount of time it takes to resolve a problem.

Required Information for users using NRT Online Service

1. Web Browser software being used (e.g. Internet Explorer 7.0, Firefox 2.0).
2. The full text of any error message which is displayed. In many cases if you get a generic database error message, you can scroll further down on the page to find more detailed error information.
3. The steps required to reproduce the problem.

Please be as specific as possible in your description of what is wrong. Including steps to reproduce the problem and the full text of all error messages is very helpful and can significantly reduce the amount of time it takes to resolve a problem.

For NRT Online users, refer to these links for information about adding or deleting users from your account:  Adding a User,  Deleting a User.