Information Tab

The Information log records the Website Manager installation details, and information relating to any errors that occur. Support calls can be logged directly from the Website Manager Information tab.

Logging a support call

Any errors that occur while you are using Website Manager are added to the log summary. When you open a support call copy the full summary into the support call message. The error information (at the end of the summary) includes the error details, the date, and the time the error occurred. The log, in conjunction with a description of the action that was being completed at the time, is used by Author-it Support to debug the problem.

Please report one issue in a call, so we can pass the call to the appropriate people on our team.

To Log a Support Call:

1. Open the Support screen and select the Information tab.
2. Copy the log to the clipboard. If you are working in IE select Step 1 in the instructions for logging a support call to copy the log to the clipboard. If you are working in browsers other than IE use the keyboard or browser Copy commands to copy the log to the clipboard.
3. Select Launch the Author-it Helpdesk to open a support call in a new window.
4. Please describe exactly what you were doing and where, so we can quickly find an answer for you - without a flurry of emails seeking and supplying more details. Paste the error log into the support call. To solve a problem we often need to reproduce it - so if you can describe exactly what steps we have to take, that helps too. Think of it as a procedure that you're writing (Step 1 - open Website Manager, then open the Experiences tab, Step 2 ...). The more you tell us, the easier it is for us to help you swiftly.
5. Add a brief title describing the call.
6. Select the Next button.

A confirmation screen showing the call has been successfully logged is displayed, keep a note of the call number assigned. You can log another call if you need to by clicking the Log Another Call button.