One of our key business tenants is effective and fast technical and customer support. While most of our users get by just fine without ever needing to contact us, everyone needs help sometimes. Our response time to all contacts, including sales and tech support, is typically less than one business day, and often within minutes. I even hop on my email on the weekend sometimes and respond to customers.

The preferred method is to make a post here in the forums, but we understand if you don't want to do that. The benefits of posts here in the forums is that other users can learn from your experiences.

The vast majority of support emails and calls are covered in our existing support media: the Online Tutorial and here on the forums. So don't be surprised if we respond to a message with links to those resources. No harm done, but we want to make sure you are aware those materials exist in case you have any future issues or questions.

Also, almost never is the answer to a product question not covered on our site or in our online shop. Please take the time to read and watch the product videos in our online shop.

On rare occasions, someone does have a truly unique issue, and we may ask to see screenshots or ask you to attach error logs or take other actions. In the following posts, I'll cover the basic instructions on how to find those files and take those screenshots. Of course, you can feel free to include them without us asking.

Error Logs:

Attaching error logs can often help us diagnose the issue. You can find the primary error log for LASR under C:/documents/LASR:




Other error logs or reports may be generated outside of LASR, during installation for instance. If you can attach these, they may prove to be helpful as well. If you cannot figure out how to attach them, you can also copy/paste or take a screenshot (covered in the next post).

Screenshots:

These are much easier than many people make them. Oftentimes, we get photos taken with a cell phone that are often not very usable. 

It is pretty easy to take a screenshot:

1. Press the {PrtSc} button on your keyboard (top right corner, usually). This will take a "picture" of whatever your screen currently looks like.

2. Go to your email and press and hold {Ctrl} and then press the {V} key once to paste that "picture" into your email (supported in most emails).

You can also follow step one, and complete step two into Paint, which comes with Windows. And then save it as a file, or even add text or graphic, and then attach it to the email. You can find the Paint application most easily by using the search function in Windows.

If you don't want us to see too much of your computer, you can also selectively screenshot areas by using the Snipping Tool, which is also usually included with Windows. This will allow some basic editing, you can save as a file and attach it, or copy/paste directly from the Snipping Tool. Again, the easiest way to find this tool is using the search function built into Windows.