Before asking for support, be sure that you have read the corresponding section
of the ANSLAB help files. If you send email support requests to
support@anslab.net, please always include
- the ANSLAB diagnostics result file (named 'diagnostics.mat', located in your ANSLAB folder)
- a detailed description of the problem
- the 'anslabdef.m'-file from your study folder
- a sample data file if not larger than 5 MB (if you want to share larger files, a file sharing service may be used for example)
Make sure the problem occurs repeatedly, even after an ANSLAB/MATLAB/system reset.
If the problem causes a MATLAB error, please also include the MATLAB command window messages
in the email to help us identify the problem.
If the problem is not reproduceable on our computers, it may require us to see the specific problems on your computer.
To make this possible, a remote desktop connection or a visual network control connection (VNC) is needed and
you have to install the software to allow us to log in on your computer (e.g. TightVNC is a freely available VNC software that you can download from
http://www.tightvnc.com).
The connection can only be established if you are not behind a firewall, neither your local
nor the one of your institution (if existing). If for instance, a VPN client software is required to gain access to your
work computer, we will need that VPN client as well to gain access. Moreover, the IP-address of your computer is required.
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