PSCAD™
Requesting Technical Support
Written for PSCAD V4 (v4.2) and X4 (v4.3 to v4.6)
April 20, 2015©2015 Manitoba HVDC Research Centre a division of Manitoba Hydro International Ltd. Rev.1, Apr.20, 2015
Contents
1. INTRODUCTION ... 1 2. SUPPORT REQUEST FOR VERSIONS 4.5 AND 4.6 ... 2 3. SUPPORT REQUEST FOR VERSIONS 4.2, 4.3, AND 4.4 ... 5
1. Introduction
This document provides instructions for submitting a support request to our Support Desk. This document is applicable to the following versions:
Version 4.2
X4 (versions 4.3, 4.4, 4.5, and 4.6)
Our dedicated technical support team provides help with a variety of requests, including:
Software
Software installation (PSCAD, License Manager, FORTRAN compiler, LiveWire,
E-TRAN).
Software compatibility
Software licencing (PSCAD, LiveWire and E-TRAN)
Software operation
Engineering
Components modeling
Engineering examples
Simulations
This document provides instructions for submitting a support request from within the software application. However, if you are unable to submit a support request from within the application, for example, due to a software installation problem, please send a detailed e-mail to [email protected] to contact our Support Desk directly. Please make sure to include your software license number and software version to obtain a solution customized to your license type.
©2015 Manitoba HVDC Research Centre a division of Manitoba Hydro International Ltd. Rev.1, Apr.20, 2015 Page 2
2. Support Request for Versions 4.5 and 4.6
To request technical support from within versions 4.5 and 4.6, proceed as follows: a. Launch software.
b. Display the Support Request pane as shown:
c. Enter a summary:
d. Enter a description of your question or issue issue:
Note
Information about your system is automatically listed in the “Description” dialog box.
e. Select the category from the drop-down menu, whether a request for assistance (“Support Request”) or reporting of a bug (“Bug Report”):
f. To attach any case files, libraries, snapshots of errors, or other attachments, select “Manual File Submission” and “ttach File”.
g. To authorize automatic file attachment, select “Automatic File Submission”, and place a checkmark next to the file, with the following considerations:
For a licensing issue, select “License Manager Files”.
For a compiling issue, select “Fortran Medic Results” and “Build Messages”.
For an issue with your case, select “Current Project File” or “Workspace File”, along with “Build Messages”.
©2015 Manitoba HVDC Research Centre a division of Manitoba Hydro International Ltd. Rev.1, Apr.20, 2015 Page 4
Select “Submit” to send the request to the Support Desk.
h. Your support request and files will be submitted to our Support Desk, and you will receive a confirmation e-mail.
3. Support Request for Versions 4.2, 4.3, and 4.4
To request technical support from within versions 4.2, 4.3, and 4.4, proceed as follows: a. Launch software.
b. Display the Support Request pane as follows:
For version 4.4, proceed as shown:
©2015 Manitoba HVDC Research Centre a division of Manitoba Hydro International Ltd. Rev.1, Apr.20, 2015 Page 6
Configure the support request as follows:
c. Your support request will be submitted to our Support Desk, and you will receive a confirmation e-mail.
d. Once the support request has been submitted, you may e-mail files separately to our Support Desk ([email protected]) as follows:
Simulation Problem: For a simulation problem (problem with simulation results and starting a simulation), attach all case files to your e-mail.
FORTRAN Problem: For a FORTRAN problem (problem with building and
running a simulation), generate a Fortran Medic file and attach to your e-mail as follows:
Download the latest Fortran Medic utility from our website:
In the downloaded .zip file, run the FortranMedic.exe file.
In the Fortran Medic utility, click on the Actions menu and select Start.
Once the utility is done retrieving information, click on the Actions
menu and select Save Messages. Attach the Fortran Medic file to your e-mail (the location of this file will be displayed in the Fortran Medic utility).
©2015 Manitoba HVDC Research Centre a division of Manitoba Hydro International Ltd. Rev.1, Apr.20, 2015 Page 8
Licensing Problem: For a licensing problem, attach the following files to your e-mail (as applicable):
GetInfo.txt file: This file is available on computers running the Standalone License
Manager or PSCAD, as follows:
Download the Get Info utility from the following link and save to your computer:
http://updater.pscad.com/utilities/GetInfo32.zip Select the “GetInfo32.exe” file to run the utility.
The generated file will be saved to your computer and opened on your desktop; the file location will be listed within the file, towards the bottom.
PscadLmgr.txt file:
This file is available on computers running the PSCAD application.
The location of this file is related to your Windows operating system, as follows:
On Windows XP:
C:\Documents and Settings\All Users\Application Data\Manitoba HVDC Research Centre\LicenseManager\PscadLmgr.txt
On Windows Vista, Win7, Win8 (send all as available):
C:\Users\All Users\Manitoba HVDC Research Centre\LicenseManager\PscadLmgr.txt C:\Users\<Your User ID>\AppData\Local\Manitoba HVDC Research
Centre\LicenseManager\PscadLmgr.txt
C:\ProgramData\Manitoba HVDC Research Centre\LicenseManager\PscadLmgr.txt
Lmgrd-log.txt file:
This file is available on computers running the Standalone License
Manager. The location of this file is related to your Windows operating system, as
shown:
On Windows XP:
C:\Documents and Settings\All Users\Application Data\Manitoba HVDC Research Centre\LicenseManager\Lmgrd-log.txt
On Windows Vista, Win7, Win8 (send all as available):
C:\Users\All Users\Manitoba HVDC Research Centre\LicenseManager\Lmgrd-log.txt C:\Users\<Your User ID>\AppData\Local\Manitoba HVDC Research
Centre\LicenseManager\Lmgrd-log.txt
DOCUMENT TRACKING
Rev. Description Date
0 First issue (Initial) 02/Nov/2012
