Support

Preparing for Support Contact

Before reaching out to support, gathering relevant information helps resolve issues faster:

Verify your system meets all minimum requirements
Ensure your smart card reader is properly connected and recognized
Confirm your internet connection is working for license-related issues
Update to the latest version of SoftSDC

Always update to the latest version before contacting support, as many issues are resolved in updates. Check Help > About for version information.

Essential Information for Support

When contacting support, provide:

Operating System - Name and version (e.g., "Windows 11 22H2" or "macOS 13.4 Ventura")
SoftSDC Version - Found in the About screen
Smart Card Reader - Manufacturer and model number
Error Messages - Copy exactly as they appear (screenshots are helpful)
Steps to Reproduce - Detailed steps that lead to the problem
License Key - First 8 characters only (never share complete key publicly)
Network Configuration - Information about proxy servers or firewall configurations

Email Support Template

Use this template to ensure faster resolution of your issue:

Subject: [SUPPORT] SoftSDC - [Brief Issue Description]

Dear SoftSDC Support Team,

I am experiencing an issue with SoftSDC and would appreciate your assistance.

=== ISSUE DESCRIPTION ===
[Describe your issue in 2-3 sentences. What were you trying to do?
What happened instead?]

=== SYSTEM INFORMATION ===
- Operating System: [e.g., Windows 11, macOS 14.0, Ubuntu 22.04, Android 13]
- SoftSDC Version: [Found in Help > About]
- Device Model: [e.g., Dell Latitude 5520, iPhone 14 Pro, Samsung Galaxy S23]
- Installation Date: [Approximate date you installed SoftSDC]

=== SMART CARD READER ===
- Reader Model: [e.g., ACR38U-I1, Gemalto IDBridge CT30]
- Connection Type: [USB-A, USB-C, Lightning, OTG Adapter]
- Reader Status: [Detected/Not Detected]
- Card Inserted: [Yes/No]

=== ERROR DETAILS ===
Error Message (if any):
[Paste the exact error message here]

When the error occurs:
[e.g., On startup, When inserting card, During invoice processing]

=== STEPS TO REPRODUCE ===
1. [First step]
2. [Second step]
3. [Step where error occurs]

=== TROUBLESHOOTING ATTEMPTED ===
☐ Restarted the application
☐ Restarted the device
☐ Reconnected smart card reader
☐ Checked internet connectivity
☐ Verified correct PIN
☐ Checked firewall settings
☐ Updated to latest version
☐ Other: [Describe any other steps taken]

=== NETWORK ENVIRONMENT ===
- Connection Type: [Home/Office/Mobile Data]
- Using VPN: [Yes/No]
- Behind Corporate Firewall: [Yes/No]
- Proxy Server: [Yes/No]

=== URGENCY LEVEL ===
☐ Critical - Business operations stopped
☐ High - Major feature not working
☐ Medium - Can work around but inconvenient
☐ Low - Minor issue or question

=== ADDITIONAL INFORMATION ===
[Any other relevant details, previous tickets, or context]

=== ATTACHMENTS ===
☐ Screenshot of error attached
☐ Log file attached (if requested by support)
☐ System information report attached

Best regards,
[Your Name]
[Your Organization]
[Contact Phone Number]
[Preferred Contact Method]
[License Key - First 8 characters only]: [e.g., XXXX-XXXX-...]

What to Include

DO Include:

Specific error messages (exact wording is crucial)
Screenshots showing the problem
Step-by-step instructions to reproduce the issue
Recent changes to your system or configuration
Your timezone if scheduling a call is needed

DON'T Include:

Your complete license key (only first 8 characters if needed)
Your smart card PIN
Sensitive invoice or customer data
Login credentials for any systems

Common Information Support May Request

Be prepared to provide the following if asked:

Application Logs

Located in:

Windows: C:\ProgramData\SoftSDC\logs
macOS: ~/Library/Logs/SoftSDC
Linux: /var/log/softsdc or ~/.local/share/softsdc/logs
Android: Access via Settings > Logs in the app

System Event Logs

For startup or crash issues, support may request:

Windows Event Viewer logs
macOS Console logs
Linux system logs

Network Trace

For connectivity problems:

Network diagnostic information
Firewall configuration
Proxy settings

USB Device List

For reader detection issues:

Output from Device Manager (Windows)
System Information USB section (macOS)
lsusb output (Linux)

Configuration Files

Support may request your configuration export (with sensitive data removed)

Response Time Expectations

Priority Level	Expected Response Time
Critical - Business operations stopped	4-8 business hours
High - Major feature not working	1-2 business days
Medium - Can work around but inconvenient	2-3 business days
Low - Minor issue or question	3-5 business days