Every problem / enhancement request with AutoPIPE Vessel should start by logging a Service Request from the CONNECTION Center. Each Service Request has a unique number associated to it to enable easy tracking of a reported issues/enhancements. 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 encouraged to refrain from sending technical questions directly to Bentley Personnel because those people maybe out of the office and may not get to the communication for a considerable amount of time. By logging a Service request the next available analyst will see the new issue and act on it immediately. Once a Service Request has been logged, the designated user will receive an automated response, recommend replying to it with additional detailed information or files (attach all models, screen shots, etc. in one ZIP file), and CC any additional Bentley Personnel as required. This ensures that all email communications are correctly logged for future reference.
Users are able to review the status on existing or completed service request by following the instructions here.
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.
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. 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.
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
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:
e. Find and Send 'installed-pogs.txt' file for review
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.
Bentley AutoPIPE Vessel