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Old 09-25-2007, 01:16 PM
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Join Date: 03-06-2001
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How to report problems when using Ultra Recall

Before reporting a problem:
a) Make sure you have the latest version of UR installed
b) Restart Windows
c) Repair your database (Tools | Compact & Repair with the Repair and Reset options checked)
d) Verify that the problem still occurs

When reporting any problems encountered with UR, please ZIP and send all of the following information to support@kinook.com:

1) Copy the info from Help | About, the version of Internet Explorer installed, and if the problem involves importing from or interacting with another application (i.e., Outlook, Firefox, Acrobat Reader, etc.), the version+bitness+SP of that application.

2) Run RegEdit and export the registry key HKEY_CURRENT_USER\Software\Kinook Software\Ultra Recall. Type Win+R (to show the Run dialog), type regedit and press Enter (to start RegEdit), navigate to the above location, and use File | Export on the menu to save it as a .reg file.

3) A clear description of the problem encountered and screen shots of any error messages. To create a screen shot, press Alt+PrtScn with the error window focused, then Win+R (to show the Run dialog), mspaint and Enter (to start Paint), Ctrl+V to paste the image, and then save the file (preferably in PNG format).

4) Detailed steps to reproduce the problem, from the point that UR is started.

5) A .urd file and any other files needed for #4. To minimize the database size, make a copy of the problem .urd file in Explorer or via File | Save As, then in the copy, delete all items that aren't needed to demonstrate the issue, empty the Recycle Bin, and compact the database (Tools | Compact & Repair with Compact checked) before sending.

If the ZIP file to send is larger than 1MB, send it via a free service such as http://www.mailbigfile.com/ or http://www.sendthisfile.com/.

We will need all of the above information in order to investigate the problem. All information provided will be kept strictly confidential to Kinook technical support. Thank you.
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