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How to Submit an Issue
We use a dedicated bug tracking/ issue management system. Whether you sign in to our support portal or send an email to our support email address, the result is the same. A new issue will be created in our database and a notification is sent to our software engineers. You will automatically receive an email notifying you of the unique reference number. If you chose to respond to our queries via email, please ensure you do not change the subject line. Please also remove any previous conversation from the message leaving only the NEW content. 
This means that the issue progress can be tracked in our database We would also recommend that you log in to the support portal to review and reply to requests. The support portal can be found here:
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Any updates to your report will result in an automatic email notification. You can always log in at any time to check the status of your report.
Submitting a
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Report
The aim of a bug an issue report is to enable a software engineer to identify a specific issue with the software problem and to establish what needs to be done to rectify the issue. To enable them to do this, you must provide careful and detailed instructions on how to make the software fail. If they cannot replicate your issue, they will try to gather extra information until they know the cause. If they can't make it fail, they will have to ask you to gather that information for them. Please remember, your hardware/software setup may be completely different from our test environments and the way you use our software may also be completely different. Other software products which have been incorrectly installed by the installation/setup programme can also have a detrimental affect on our software.
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Our software will write out a number of log files during the extraction and analysis processes. Please include as many of these logs as you can as they can assist with the debugging process.
Error Logging in NetAnalysis
When an error message appears in NetAnalysis, the software logs information regarding this error to a log. This log will help our support engineers establish the cause of the issue. The folder containing the logs can be accessed by selecting Help » Error Reporting. Please ensure that all error logs are submitted with your support request.
HstEx and Blade Recovery Logs
Another source of information to help support engineers identify the cause of an issue is the recovery log created by HstEx and Blade during a recovery session. This file can be found in the export folder for the corresponding recovery session.
External Links
Please see the following external web page which describes the process of reporting software bugs and provides some useful hints and tips:
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