Before You Call for InfoDiscovery Technical Support

InfoDiscovery callers should have certain information available before calling Technical Support or entering a new case online. Use this checklist to ensure you have the required information when you call.

Your Company Site Code
To open a case either online or by telephone, a six character site code with a format of xxxx.xx is required. This information is essential for entering your case in our customer support database.

Obtaining a Site Code
Contact your site administrator or local Information Builders branch office to obtain your site code.

A Description of the Problem or Question
Please consider the following questions prior to calling us. These questions will likely be asked when you call, and they may also help you gain more insight into your question or problem.

  • What are you trying to do?
  • Are you receiving any error messages or codes (see below)?
  • Has the problem occurred before?
  • If the problem hasn't occurred before, has anything in the environment or the application changed? For example, was a new operating system release installed? Were there changes or additions to the application code? Has the system's directory structure changed?
  • Is the environment functioning properly? For example, if a network or communications subsystem is involved, is it working properly?
  • If you are trying to access a relational database and are getting errors, can you access the database using the native language?
  • If the problem is occurring with a complicated request, does a simple one generate the same results?

Error Codes and System Messages
Have you received error codes or system messages connected with the problem?

Please note any:

  • System error messages
  • Interface error messages
  • Other error messages