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READ FIRST: Read before asking for support! - Printable Version

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+--- Thread: READ FIRST: Read before asking for support! (/showthread.php?tid=810)



READ FIRST: Read before asking for support! - bobL - 07-09-2009 12:01 PM

Most problems already have resolutions and can be resolved for you much quicker if you include the following information.

Check if the issue is already known first! Do not post a new thread if the issue is already known. Use the forum search function, available here: http://whatpulse.org/forums/search.php

If you are experiencing invalid token errors, please read this article first.

Information to include in your support thread:

1) Which version of WhatPulse are you running? Versions less than 1.7 are not supported, under any circumstance. Please make sure you are running the latest version to get optimal support. The latest version is on http://whatpulse.org/downloads/ (hover over your OS)

2) What Operating System are you using? Please include the OS Architecture (x86 or x64).

3) If you are using Windows, do you have WinPcap properly installed? (without this, the client will not count unpulsed traffic)

4) If you are using version 1.6 or higher, are you logged into an administrator account on Windows so that WhatPulse can access Windows correctly?

5) What error messages are you receiving (if applicable)?

6) What programs were you running when the issue happened? VMware and certain higher-privilege programs (antivirus) may cause compatibility issues.

7) Include any screenshots if possible.

8) If possible, upload your 'app.log' file located in your data directory (http://help.whatpulse.org/kb/client/data-files) somewhere for WhatPulse staff to look at. Don't post it in public.