What is BentleyTSG?

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 issues and lawsuits, Bentley TSG, cannot assist you in design decisions (ex. 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.

What to do when a problem has occurred or log an enhancement request?

1. Log a Service Request -

Every problem / enhancement request with AutoPIPE should start with the logging of a service request. The service request has a unique number associated to it. 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 if required development teams.

This Service Request is very important when an issue results in a software modification due to a program error or a requested enhancement.

Users are encouraged to refrain from sending technical questions directly to Bentley Personnel. Instead, log a Service request. After receiving the automated response, reply to it with detailed information, and CC any additional Bentley Personnel as required. This ensures that all email communications are correctly logged for future reference.

2. Provide Problem  Details or Enhancement Request Details:

When logging a service request provide ample details to clearly present the error / enhancement:

1. What version of AutoPIPE are you using (Help> About> 8 digit number)

2. What exactly is the problem / error / enhancement

3. 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. 

4. Create highlighted screen shots as needed to clearly show the error / enhancement.

5. For issues that require the user's computer information, please provide the computer's system information using the following:

      1) Start> Programs> Accessories> System Tools>  System Information.

      2) After the program has been opened, select File> Save> save file

      3) Send me a copy of systemname.NFO file for review.

   Also, perform the following:

      1) Start DOS command, select Start> Run> type "cmd"

      2) Type, cd .. until c:\> is shown

      3) Type, c:\> Dir /s /o /ogne>systemname.txt

      4) Send a copy of the systemname.txt for review

   Note:

   1. You may need internal IT to provide user access when following the procedure above.

   2. These files may be large and can be shrunk by adding it to a ZIP file.

6. Issues where the program crashes:
   
   1) Reproduce the crash in AutoPIPE.
   
   2) Then open the Windows Start menu, and type the following in the text box at the bottom:
   
            Event Viewer
   
   3) Select Event Viewer from the results list.
   
   4) In the window that appears, expand Windows Logs on the left sidebar, and select Application Log.
   
   5) After a few moments, a list should populate on the right.
   
   6) Find the error listing with the same timestamp as the error that was just reproduced.
   
   7) Note the faulting module name. See the attached screenshot for an example.
   
   Note: The faulting module will show what library was executing code when the crash occurred. In some cases, this information will provide a clue, especially if the module is provided by Bentley. Provide the text or a screenshot of the error listing.

3. Send your AutoPIPE file:

Using AutoPIPE V8i 9.4 or higher, open the model, Analyze ALL, select File> Model management> Save Archive> specify a folder location, enter a file name, and press "Save" button. Another dialog will appear, check "Select ALL", press "OK" button, and provide a copy of the APC in a ZIP file for review.

OR

Using AutoPIPE V8i 9.3 and lower, provide (DAT, CMB, and any other custom files i.e. units, mat'l ....ect) and if required to run an analysis, include the following file types; C**, SPC, HMF, FS*, TIH, & THL.

4. Attach all files into a single ZIP file. 

To make it easier when sending an email and storing files, we recommend adding all files to a ZIP / RAR file(s) no larger than 5.0 megs.

If your file is larger than 5.0 megs, please see the following web link for instructions to upload your file to our FTP server. But, do not forget to send an email to the service request number logged with the name of the file upload. Otherwise, it will be lost. 

http://communities.Bentley.com/help/w/be_communities_help/bentley-ftp-site-tn.aspx

See Also

Bentley AutoPIPE

Bentley Select Services Technical Support webpage:

External Links

Bentley Technical Support KnowledgeBase

Bentley LEARN Server

Comments or Corrections?

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