Using Hotinfo to generate support requests

You can help us to process your request by generating a support request with the program Hotinfo and sending it to us.

The generated support request will help to avoid unnecessary questions and delays, as it automatically contains all necessary information pertinent to the problem in question.

To generate a support request with Hotinfo

1. Start Hotinfo in one of the following ways:

   On the Windows start menu, point to Programs -> Nemetschek -> Allplan 2015 and click Hotinfo.

   Or:

   
   In the Services application, click Service and then Create support request (Hotinfo).

   Or:

   Click Hotinfo on the Welcome screen.

2. Select the team with which you want to communicate and click Next >.
3. Select the area on which you have questions and click Next->.

   Please be sure to select questions that are pertinent to your support request. You can also select several entries.

   Depending on the questions you have selected, the information is collected automatically and entered in the hotline support request.

4. Enter your contact address and click Next >.

   Enter the name of the contact partner under Name and provide their phone number and extension. The office name is entered automatically.

5. Describe the problem in detail here and click Next >.
6. Select the files with additional information and click Finish.
7. If you selected question 2, start Allplan 2015 via Run Allplan after the questions. This will generate and attach a log (trace).

   Note: Trace information should be set to -> Normal.

8. Carefully reproduce the problem – for example, perform the steps that lead to the failure.
9. Then click Next to generate the support request with the trace.

When the support request is complete, you can print it and fax it to the number automatically entered in the request or email it to Technical Support.

Notes on sending requests by email

To email a support request to Technical Support, you can transfer the request directly to your email program by clicking File, Send Message.... As an alternative, click File, select Save and save the support request to the hard disk. Now you can send it as an email attachment to Technical Support.

Please include the following information:

• The full name of your office
• The name of the contact person
• A brief description of the problem