2.2. Technical Support Dialog

The Technical Support Dialog provides direct access to Itasca support from within MINEDW, streamlining the process of requesting assistance and automatically including essential system information.

Accessing the Dialog

To open the Technical Support Dialog, select Help → Request Technical Support from the program menu. The system will first gather your license information:

../../_images/techsupport_gathering.png

After gathering system information, the main dialog appears:

../../_images/techsupport_dialog.png

Automatically Populated Information

The dialog automatically includes:

  • Your license number

  • Operating system details

  • Complete MINEDW version number

  • Designated support office/agent (clickable for contact details)

Required Fields

Contact Information

  • Name

  • Phone

  • Email

  • Company

These fields are saved for future use after your first submission.

Problem Description

Enter a detailed description of your issue, question, or comment. The text field expands to accommodate any length.

Request Type

Select at least one: - Technical Support - Bug Report - Feature Request - General Comment

Attachments (Recommended)

Project Bundle

Strongly recommended for bug reports and technical issues. Bundles include all necessary files for reproducing your issue.

Individual Files

Attach specific files relevant to your request.

Including files significantly improves response time and solution accuracy.

Submission Process

  1. Complete all required fields

  2. Attach relevant files (recommended)

  3. Click “Send” to submit your request

  4. Receive automatic email confirmation within minutes

The confirmation email includes a copy of your submission. If you don’t receive confirmation, contact your support provider directly using the clickable link in the dialog.

Requirements

  • Active internet connection for submission

  • Valid MINEDW license

  • Current or previous version (within support period)