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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:
Participate in Bentley Communities
Explore your learning resources
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 request provide ample details to clearly present the error / enhancement:
What exactly is the problem / error / enhancement
Submit a step-by-step procedure to reproduce the issue with the related Node number. If having a problem entering data into a dialog screen, must have exact steps of sequence with which data was entered and exactly what occurred as a result.
Note: The development team cannot fix / investigate an issue that cannot be reproduced.
Create highlighted screen shots as needed to clearly show the error / enhancement.
In addition to a model's APC file (see AutoPIPE Help for details), please provide details calculations in MS Excel or Math CAD format for review by the Development team. The calculations should based on values documented in the output report. Again, provide clear details of your calculations and where exactly AutoPIPE appears to be incorrect.
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 Bentley Licensing logs for review. This is typically at the following path:
Zip the contents of this folder and send for review. If the file is larger that 20mb, Send request for Sharefile Link to upload file.
Send file trying to be imported / exported with detailed description of the issue(s). Also provide name and version application exporting / opening the file.
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Bentley Select Services Technical Support webpage: