Support

We at Tracker Software Products are proud of the support we offer all users of our products - whether they own a license for one of our products - or are simply using a free/trial version - ultimately we believe that all user requests, feedback and comments are all equally important and assist us in improving our products and services, to the benefit of all clients.

Naturally we hope your need for support will be minimal if not non-existent, but we live in the real world, and should there be an occasion when you need our help - as our support approach states,  we will be here to offer it!

Visit our public user forums to sample the level of support you can expect - rarely (if ever) will you see the response times or the quality of support criticized, we do not attempt to mask poor support with ticketing systems or private messages - when we respond on our forums its a public reply for all to see, unless sensitive and private data is being shared. 

Before Reporting any issue or problem - please ensure you have the latest release of the product to which you are entitled - the problem may already have been resolved !

Due to the extreme levels of spam we receive via our support email address (up to 20,000 daily) all support is now primarily provided via our Tracker Forums , this allows us to provide support quickly and efficiently without the problems associated with Spam Filters and Privacy, if you cannot for any reason register/login to our forums (all registration is free)  - you can of course email us general problems here - or PDF-XChange Viewer problems here - but please ensure you leave the subject in tact to ensure our spam filters do not delete your email, PDF-XChange Viewer problems are best sent if possible using the option in the 'Help Menu - Report A Problem' PLEASE.

To access the Tracker Support Forum please click here.

We have recently extended our existing User Support Forums and Email support options to include an extensive and growing Knowledge Base of articles and information.

Use the Search tool below to return a list of all similar questions and answers posted in our knowledge base and also our user support forums.

In the event your Knowledge Base/Forums search does not yield a suitable response for your needs - you will be offered further support options to ensure a speedy answer to your questions.

Telephone calls for support are not encouraged, our support staff are located in 3 differing locations, the UK, Ukraine and North America, giving us the ability to respond to your needs for around 20 hours of each work day.  Depending on the nature of your question and the time of day posted - it could be answered by a member of staff in any one of these locations.

When requesting support via email - support@tracker-software.com it is important you supply us with not just a description of the problem, but some basic information of the environment  the software is operating in as this often has a direct bearing on the resolution - e.g. :  Windows version, any other software involved in the process and if relevant, a sample file.

How to write a good support email.