Bentley Technical Support Group (TSG) is dedicated to assisting our SELECT subscribers with technical problems encountered in Bentley applications. Technical problems include defects in the software, user errors, enhancement requests, and general problems associated with using Bentley’s software. TSG, however, is not responsible for training users on the proper use of our software.
Most training issues ("How do I …") can be resolved by reading the Help files available with each application and through tutorials provided with the software. Our analysts are technically minded and reserved primarily for users who have production issues because of problems with the software or user inflicted errors. It would be detrimental to our users if our limited resources spent their time training users on how to use the software.
Bentley has a Professional Services group who are dedicated to providing professional consulting and training. If you are interested in receiving formal training on any Bentley application, login to SELECT services Online http://www.bentley.com/en-US/training/products/ or contact your Account Manager.
In addition, due to liability and lawsuit issues, Bentley TSG, cannot assist you in design decisions (ex. what material values should be used, how to fix over stress, what piping code should be used, etc..) or construction details established by individual clients, engineering firms, project documentation, and/or code specific documentation.
First answer this question, has support for your version of the application expired?
see web page here to know more about expired support services based on application version.
If support has not yet expired, use the following link here to access Bentley's Support Services:
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Take advantage of the CONNECTION Center (i.e. Log / Track Service Request, Bentley Communities, Software Downloads, etc..)
Note: user's log in is required. If there is a problem contact Bentley for web assistance.
When logging a service provide the following details:
A. Confirm what version of AutoPIPE are you using (Help> About> 8 digit number).
Typically the version listed on the Service Request does not match the version that is actually being used. Please confirm version number.
B. What exactly is the problem / error / enhancement?
Note: Suggest recording the screen using any screen recording app.
C. Submit a step-by-step procedure to reproduce the issue with the related Node numbers.
If a problem / crash has occurred, must have exact sequence of steps with which to reproduce exactly what occurred as a result.
Note: The development and Technical Support cannot fix / investigate an issue that cannot be reproduced.
D. Create highlighted screen shots as needed to clearly show the error / enhancement.
E. In addition, provide more information as required by subject matter below:
- Best Option, call Bentley and ask to speak with the Licensing Department.
- Otherwise, Most important make sure that you are using the latest version of Connection Client - see here.
- Open Bentley Licensing Tool (BLT), grab the bottom right corner and extend the dialog to eliminate horizontal scroll bars,
- Use Tools> Send Logs now
- Then Tools> Refresh Policy
- Then Tools > Reset Policy
- Next, and take screen shots of each tab with the AutoPIPE shown on screen.
- If needed, send Bentley Licensing logs for review. Use Log collector command in Connection client to generate the log zip file.
At some point one may suspect or challenge that AutoPIPE's results are not correct and want TSG to review areas of concern. In order to address areas of concern, TSG needs the following information:
a. AutoPIPE APC file, containing minimum: Input, libraries, Units, Reports (with complete output report).
b. Clearly identify exact node point and Load case of concern
c. Send detailed hand calculations based on Code calculations from AutoPIPE help
Help ribbon> Contents button> Contents Tab> Reference Information> Code Compliance Calculations>
These calculations should be in MS Excel format for review by the Development team. The calculations should utilize values documented in a complete output report. Again, provide clear details of your calculations and where exactly AutoPIPE appears to be incorrect.
d. If quoting a section from a code, 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.
Send file trying to be imported / exported with detailed description of the issue(s). Also provide name and version of application exporting the file.
Also, send Log files, click here (AutoPIPE 12.02.xx and higher)
For reasons why a Stress isometric is not created see WIKI here.
If the above does not resolve the issue, send following items for review:
a. Files:
i. AutoPIPE APC file
ii. AutoPIPE *.isl
ii. AutoPIPE *.APISO
iv. zip file of the following folder:
C:\ProgramData\Bentley\AutoPIPE CONNECT [version]\isoextractor
b. Screen shots of Stress Isometric settings used, and errors that appear
c. Confirm numbered version of OPIM installed, use BLT, select Product Status tab, take screen shot showing OPIM version and AutoPIPE version
d. Exact steps repeat or screen recording
a. Screen recording of steps taken to crash the application (*.mp4)
b. Event Viewer log files (*.evtx)
c. AutoPIPE log file (APLog_xxxxxxxxxx.log )
d. CMD prompt log file or WinDBG log file (*.TXT) (when requested)
a. Confirm all avoidances here have been tried
b. Record screen movie showing what happens
c. Prove user's Computer information
d. Results from graphics card test
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