Asking for Support
When sending an email to Mekon Customer Support, please include the following information. This will save time and hopefully help us resolve your issue faster.
- List all version numbers of the products you are using e.g. FrameMaker, Arbortext, Eclipse product, etc
- Send us sample files so that we can recreate the problem.
- Tell us step by step instructions on how to recreate the issue.
- Does it happen on one machine or several?
If your files have confidential information, that’s okay. We can provide you with our Mekon XML Scrambler tool which will remove all customer content from the files, but preserve the structure of the files which is often what we really need. Please ask the support team for more information.