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When you have tried everything you can think of to solve or work your way around a problem and still have had
no success then it's probably time to contact technical support. eyeon Software's Technical Support team is
available and ready to assist all registered users of our products at no additional charge.
We will work to resolve your particular issue as soon as possible but often it requires a bit of back
and forth between our users to assist in determining what the problem is, when it occurs and why. To
assist our Technical Support Team as much as possible we have put together the following tips and hints
on how to contact us and what information to provide.
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Contacting Support by Phone |
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eyeon Software Support can be contacted by phone at 1-416-686-8411 ex. 3 If you are unable to reach a member of
our team please leave a message and we will respond as soon as possible. Technical Support voicemail is monitored
constantly and all messages responded to. When leaving a message make sure to leave your full name and the company
or organization you work for. As well please provide a phone number (speak clearly) where you can be contacted and
when the best time to contact you would be.
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Contacting Support by Email |
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Email is definitely the most effective way of contacting eyeon Software Support. You can email our tech staff
at  tech@eyeonline.com. When
emailing us with a specific problem please refer to the following pieces of advice on what info to email
us and how to explain your issue.
- Please include the version of our product you are using. This can be determined from the Help>About box
of the program while it is running. If you are a DFX+ user please let us know if you are using a standalone
dongle based copy or one that came with your dpsVelocity, dpsReality, dpsQuattrus or
Newtek Toaster system.
- Please include your full contact information, name and company so that your account can be located in our
database.
- If your company or organization is running multiple copies of our software please provide us with the serial
number of the particular copy that is having the problem. The serial number can also be found under
the Help>About box of the software while it is running.
- If you have experienced a crash make sure that it is repeatable. If the crash is repeatable please provide
us with the exact steps necessary to reproduce the crash on our own machines. If the crash pertains to a
particular piece of footage please provide us with a few sample frames of the material if possible (anything
provided will be kept with the utmost security.)
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We use Teamview for interactive live sessions between eyeon and our end clients for support and training purposes.
To enable a product specialist or support agent from eyeon to take control of your machine for the purposes of training or technical support please do the following;
1. Download the TeamviewerQS application to the computer which requires eyeon's attention.
2. Run the TeamviewerQS application.
3. Tell the eyeon tech support agent or product specialist your ID number and 4 digit password number on the phone or email (tech@eyeonline.com)
4. Eyeon will then be able to control your computer for the purposes of training and demonstration or technical support.
If you require technical support for any of eyeon's products or license systems, please email tech@eyeonline.com with a description of your issue and provide a time convenient for one of our agents to log into your system.
We have support agents able to remote from 8:00 am to 6:00 pm Monday to Friday Eastern Standard time and we will do our best to accommodate your schedule.
If you wish to schedule a training session; please take a day or two with the software and familiarize yourself with the interface and some of the functions and tools of the application.
In order to best make use of the time for remote training, please reply with a date and time you would prefer the session to occur.
If you have a particular shot that you would like to see worked with, please have it and all relevant elements ready in an appropriate file format and preferably copied local to the workstation you are doing the remote session from. On the day of the remote session, please call or email your session ID and password to your eyeon Product Specialist.
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