Preparing a Case for Support

To create a case that is routed directly to your Dedicated Support Engineer (DSE), first log into Support Center and then, from the Home page, click New Support Case within the Support Cases panel.

Follow the prompts within each stage of the process as follows:

1. Within the Search for Solution stage, choose the product or area of concern, followed by the product version. For the search criteria, include any error codes or keywords that are relevant to the problem. Licensing issues are categorized according to a drop-down menu of typical requests.
2. If you clicked Search for Solution in the previous step, but did not find an answer in any of the suggested links, then proceed by clicking Let's Open a Support Case. Some licensing issues proceed to the Provide Details stage without conducting a search.
3. In the Provide Details stage, complete each section of the page including steps for reproducing the problem. Attach any simulation files that you can share, along with screenshots of error messages or dialogs.
4. When complete, click Open this Support Case.
5. The final stage provides confirmation of your open case.