How to report a fatal error

We make an effort to fully test our software before releasing it. However, sometimes unforeseeable problems can occur. If you have encountered a problem, especially one which produces a "Fatal Error" message, please take the time to report the problem to our technical support team following these steps:

1. Go to the following web address: https://www.sonnetsoftware.com/asksupport

2. Copy the text of the error message into the web form. If the message includes a Copy Text button, please press it since it may contain additional technical information.

3. Please describe the steps you performed before encountering the problem, including menus selected, buttons pressed, and values entered. Please be very specific.

4. If you were working with a Sonnet project when the error occurred, pack your project using Manage Projects - Pack from the Sonnet Session tab and include it in your report.

5. Fill out the remaining information and submit the form to Sonnet Technical Support.

Once Sonnet Technical Support receives your report, a Support specialist will try to reproduce the problem and work with the software team to resolve your issue. Expect a response from Sonnet within one business day.