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How do I submit a support request?

Sonya Gerisch

OK I feel like this is such a stupid question!! I have a level ! support contract but have never needed yet.

I have read the PDF on support and used the link therein which takes you to here: http://www.sdl.com/support/

where you are supposed to create a ticket. From here you are supposed to go to your relevant section (Studio) and that brings you here:

https://gateway.sdl.com/

I cannot see anywhere on that page that shows where to create a support ticket.

While I'm at it, I will go ahead and state my issue. I have Studio 2014 SP2-11.2.4435.12

I have a PC/Windows 7. Just translated 2 Word docs and have gotten error messages on both when trying to convert:

Both involve segments close to a graph or something similar in the original Word docs (but not the actual text in the graph). I have had this issue before with different error messages, but have been able to work around it by processing a new source file. That is not working this time unfortunately. I also went back and added an extra hard return between the graph or image and the segment text having the error message -- also didn't help.

Any ideas?

Of course project is due to the customer tomorrow (later today now).

Thank you!!
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    Hi ,

    Not stupid at all... but certainly quite interesting from my perspective.  You have a support contract, your question is about 2014.  I reckon the first thing a support engineer is going to tell you is you need to upgrade to Studio 2017 which is available to you by virtue of your support contract.  However, what you need to do is login using the button on the top right of that page ( gateway.sdl.com/ ) and then you should see this on the righthand side:

    If you can't login then you should be presented with a message to email the address you can escalate to when you have a support contract, so login to your account first, the account where you get your product licences from, and then all should be clear.  If it's not let me know and I'll escalate this for you so a support engineer takes you through the process.

    On your error, have you tried pressing F8 to verify the file and find exactly where the additional tag is?  If this didn't help then I think you may find you are dealing with an issue that would not happen with a recent version of the software as this filetype has been completely changed since 2014.  So I would definitely recommend you upgrade your product to 2017, but in the meantime you could try copying the source to target for a couple of segments before, after and including the segment you think is causing this problem.  This sometimes helped with 2014.

    If that fails perhaps check you can save target if you open a fresh copy of the source and try to save target even if you don't translate anything.  If that fails too then you definitely will have to upgrade, or maybe check the bookmarks in the Word file itself and see if there is one that reports an error.  Word can handle such things, but Studio needed the file to be better behaved.

    Regards

    Paul

    Paul Filkin | RWS Group

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  • 0 in reply to Paul

    Thank you very much Paul. Yes you are very correct that I need to upgrade but I have just been busy, lazy, and waylaid by a health issue.

    As to your specific instructions, I indeed went to the page several different times and when I tried to log in I got the message that the user could not be found and it did bring up a drop-down box advising an email address to write to so I have done that as well. But thank you very much.

    I will take a look at your instructions and suggestions on the technical issue with a fresher mind but thank you so much for those as well.