Applies To Product(s): AutoPIPE, Version(s): all Environment: N/A Area: Technical Support Subarea: Original Author: Bentley Technical Support Group 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? All Bentley Technical Support Tools (i.e. Service Request Manager, Live chat, Be communities, Error Reports, Knowledgebase, etc..) can be found at the following link: http://selectservices.bentley.com/en-US/ Note: user log in is required. If there is a problem contact Bentley for web assistance. 1. Log a Service Request - Every problem / enhancement request with AutoPIPE should start by logging a Service Request. 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 issue 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 detailed information (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. 2. Provide Problem Details or Enhancement Request Details: When logging a service request provide ample details to clearly present the error / enhancement: What version of AutoPIPE are you using (Help> About> 8 digit number) 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. For issues where AutoPIPE results are being challenged, in addition to a model's *.APC file, 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. 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. 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. For special cases where the information above does not pin point the actual cause of the problem, recommend performing the following for those who has installed AutoPIPE which failed to start normally or terminated abnormally: "install debugging tool for windows", install WinDbg. using the following link: http://www.windbg.org/X86%20Debuggers%20And%20Tools-x86_en-us.msi Download the installer from Microsoft Site according to the type of operating system. Launch the installer and select only Debugging tools for windows option. It will install an executable WinDBG. After WInDBG software has been Installed, perform the following: 1) Open windbg (Start > Programs > Debugging Tools for Windows > Windbg). 2) Select "File > Open Executable". 3) Select "autopipe.exe" from folder where AutoPIPE is installed and press Open button. 4) Press No if a message is given about saving information. 5) Press F5 twice. AutoPIPE will now run. 6) Use AutoPIPE as usual. to create the error. 7) After AutoPIPE crash, stops working, or is closed, go to windbg and stop debugging from menu: "Debug > Stop Debugging". 8) Copy / Paste the text log in a text file and send a copy of the DEBUG log to Bentley for review. 3. Send your AutoPIPE file: Using AutoPIPE V8i 09.04.xx.xx and higher: A. Open the model Note: For AutoPIPE version 09.04.xx.xx to 09.06.00.xx only; remove all "." from file names before continuing. B. Press Analyze> Analyze ALL> check all required analysis options ON, press OK button. C. Select Tool> Model Input Listing> check all sub reports ON. press OK button. D. Select Results> output report> check all sub reports ON. press OK button. E. Select File> Model management> Save Archive> specify a folder location, enter a file name.APC, and press "Save" button. F. Another dialog will appear automatically, check "Select ALL", press "OK" button, G. Send me a copy of the APC in a ZIP file for review. OR Using AutoPIPE V8i 09.03.xx.xx 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 5. Contact us by Phone: Corporate Headquarters 685 Stockton Drive Exton, PA 19341, United States 1-800-BENTLEY ( 1-800-236-8539 ) Outside the United States +1 610-458-5000 More local offices see Bentley Phone Queue listing for more details when calling See Also Bentley AutoPIPE Bentley Select Services Technical Support webpage: External Links Bentley Technical Support KnowledgeBase Bentley LEARN Server Comments or Corrections? Bentley's Technical Support Group requests that you please submit any comments you have on this Wiki article to the "Comments" area below. THANK YOU!
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