Alide Folz

Alide Folz said:

An Supportteam:

We are not the support team.  This is a free community for all users to discuss things and get help from our peers.  There is no guarantee of support at all.

Alide Folz said:

Ich warte auf eine Erklärung!

It could be a long wait!  You have never answered any of our questions about you working with GroupShare.  Why do you keep bringing GroupShare up?

Alide Folz said:

Hat man mir mit meiner Lizenz eine virtuelle Maschine verpasst?

Please explain what you mean by this?

Alide Folz said:

Warum muss ich ihre Community mit meinen Beiträgen beglücken. Will man etwa, dass ich einen persönlichen Supportvertrag abschließe?

You already have a support contract.  Why don't you use it?

You already have a support contract.  Why don't you use it?

Sie müssen ja mehr wissen als ich. Wenn ich mich in diesem Format (Community), so heißt das doch nicht automatisch Supportvertrag. Oder? Gentelman.

Alide Folz

This community is not the same as technical support.  You have a technical support contract which you can access here:

https://gateway.sdl.com/

Just login there:

Then you will be able to create a support case.  You know that you have this because I emailed you personally about this in November last year.

Den habe ich nicht. Der Fehler kommt nicht von mir, sondern von ihrer Software.

Sie können dem Support eine Nachricht kommen lassen. Ich gehe davon aus, dass auch das Supportteam gelegentlich für die Posts ihrer Anwender interessiert.

Das wäre sehr nett.

Alide Folz

I have just checked with the support team and they have verified that your account should be working.  They were able to validate this by logging as you.  This screenshot is just the top part of the form you will be presented with when logging in and creating a case:

They also recommend doing this for the first time (when logging the first Case):

• Log in to your RWS Account -> https://oos.sdl.com
• Navigate to the “Support & Education \ Support” section of the account
• Click on the “Get Support” button -> this will redirect the user to the Support Portal (Gateway) from where a Case can be raised

If problems still occur, you should try a different browser or an incognito version of the current browser (as additional issues can be caused by cookies/cache, etc. …)

But you definitely have a support account and you should definitely be using it.