Tango Support Request Form

Siemens is unable to provide support to users without an active support contract. Please contact your service provider when reporting problems. For better service, fill out this form and include it when contacting your service provider.

Product Information:

• Brief description of problem ( include error message or snapshots):

 

• Product name and version:
  • tango Access ____
  • tango Support ____
  • tango Installer ____
  • tango Subscriber Manager ____

 

• Your Internet Service Provider, or the company that provided your tango software:

_______________________________________________

• Customer contact information:
  • Name: _______________________________
  • Email address: ________________________
  • Phone Number: _______________________

System Information:

• System Platform: (Linux, Mac imac, PowerPC or Windows Win2k/NT/95/98/ME/CE): ______
• Operating System Version (e.g. 7.1, 7.5, 8.0, 8.5, NT service pack.): __________
• Any non-standard networking software or hardware being used:

Problem Information:

Which part of the product is experiencing the problem? (Installer, application, connection, etc.)

Did the Product work well before? If so, what changed?

List any error messages seen. To include the error as a snapshot in an email message:

Windows: Alt-Print Screen copies the selected image to the clipboard. Start up an email session, then type Control-V to paste the error message into the email as a Jpeg picture.

Mac OS: Command -Shift-4 to start the snapshot, then drag around the error message. This will produce a file called "Picture n" in the main directory. If possible, convert the file to GIF or JPG format. Attach it to an email for evaluation.

Is the problem reproducible? If yes, please list the steps necessary to reproduce the problem:

Please include any additional information you think we should have.

Connection Related Information

If using tango Access for Windows - Click on the Support button -> Monitor -> Packet Log tab. Enable Packet logging. Reproduce the error, then click Click and Save Report (be sure to mark all checkboxes), and save the file to your desktop. Include the report with your support request. Also, include the TangoManager.log file in your Windows or WinNT folder.

If using tango Access for Mac- Start Logging (Apple Command-3), then hold down the Option key while clicking Connect. This will provide a detailed log that you should include when reporting any problems.

Networking applications crashing Information

Include the following information if experiencing crashes with Internet Explorer or other applications after installing Tango.

Contacting Siemens for support:

Send this form along with any additional snapshots or reports to your contacts supplied to you in your sales contract. For those service providers with active support contracts, we will try to send a response within 1 business day.