0. Have a good suggestion (IDEA) to improve the application - click here
1. Need Technical Support to fix a problem / answer questions -
Every problem with AutoPIPE should start by logging a new Case. Each Case has a unique number associated to it to enable easy tracking of a reported issues. When contacting Bentley, any analyst can refer to that number and have immediate access to all the account information and details on all communication between the user, analyst, and development team's responses.
Users are warned against contacting Bentley Personnel directly with technical questions as these people can be out of the office and take a while to respond. By logging a Case, the available analyst will become aware of the new problem and take appropriate action. The user will also receive an automated reply that they can reply to with extra information or files (strongly advised to include all models, screenshots, etc. in one ZIP file), and CC additional people as necessary. This workflow guarantees that every issue is properly logged, all parties are well informed, anyone can quicky see at a glance the current status, and all communications can are accurately recorded for future reference.
There are 4 different options to log a Bentley Service Request:
Option #1: General Procedure using AutoPIPE Vessel
or complete Portal training material - here
Option #2: CONNECTION Center
Option #3: Using www.bentley.com
Option #4: Call Bentley by phone - click here
2. Required information
Some issues require that the CAE development team review a users computer for machine configuration, installed files, program information, etc.. use the following sections as need to gather information required.
AutoPIPE Vessel information
a. From with in AutoPIPE Vessel, save the model and send *.emvd file for review.
Note: In some case user may need to send additional files:
i. Project specification: *.EMPD
II. AutoPIPE Vessel *.CSV
b. What version, 8 digit version number (Help > About)/
c. Provide exact details about a specific issue with text and screen shots. Send all information and photos for review.
Note: To save time and potential mistakes, provide a crystal clear description with text, images, and model.
d. To address any doubts or concerns about the accuracy of AutoPIPE Vessel's results, user must provide TSG with the following information.
i. AutoPIPE Vessel Model *.emvd file.
ii. Excel spreadsheet file showing easy to follow hand calculations. The equations should be referenced from output report, program help, or selected code. All calculation should utilize values found in the complete output report.
iii. Again, clearly identify exact location of the issue in the model, reports, or output drawings.
iv. If quoting a section from a code standard, provide the code name, code year, section, and paragraph designation. Helpful to copy clip just the paragraph of concern to be included when sending your information for review.
Machine configuration
a. Go to run and type ‘cmd’
b. In the command window type “dxdiag /t %LOCALAPPDATA%\bentley\dxdiag-dump.log”
c. Open folder location:
- %LOCALAPPDATA%\Bentley
or
- C:\Users\username\AppData\Local\Bentley
d. Find and Send 'dxdiag-dump.log' file for review
List of installed programs and components
a. Go to start and type ‘Powershell’
b. Copy/Paste the following command into the powershell window:
X86 Programs
Get-ItemProperty HKLM:\Software\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\* | Select-Object DisplayName, DisplayVersion, Publisher, InstallDate | Sort-Object DisplayName | Format-Table –AutoSize > $env:LOCALAPPDATA\bentley\installed-progs-x86.txt
X64-Programs
Get-ItemProperty HKLM:\Software\Microsoft\Windows\CurrentVersion\Uninstall\* | Select-Object DisplayName, DisplayVersion, Publisher, InstallDate | Sort-Object DisplayName | Format-Table –AutoSize > $env:LOCALAPPDATA\bentley\installed-progs-x64.txt
d. Open folder location:
- %LOCALAPPDATA%\Bentley
or
- C:\Users\username\AppData\Local\Bentley
e. Find and Send 'installed-pogs.txt' file for review
Program Dump
a. Start Task Manager by right clicking the taskbar and selecting 'Task Manager'
b. Go to “Details” tab and find “prodia2.exe” in the list (the AutoPIPE Vessel program GUI).
c. Right click and select 'Create dump file'
d. The file will go to your temp directory with name ‘prodia2.dmp’
e. Open folder location by typing '%temp%' in run or File Explorer
f. Find and Send 'prodia2.dmp’ for review.
Note: the DMP file may be very large, posted it to your server and a send a link back in Service Request for our development team to review. Otherwise, if you do not have a server location, Bentley Technical Support can provide a link for the file to be uploaded too, create a Service Request asking for a link to upload your file(s).
Note - If DMP file is <20meg, send back file Service Request email. Otherwise, use suggestion above.