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Posting a support request

You can contact PTV Vision Support with a contact form in the following cases:

• Program errors in the current Vissim version. As our software is continually being improved, we regret being limited when it comes to providing support for older program versions.
• If you have a Maintenance Agreement, you can contact us with inquiries about your project and for modeling.

Before you contact us with questions and problems:

• From the Help menu, choose Vissim Help or use the manual to try to solve the problem. These often contain the information which you are looking for.
• Read the tips and tricks on the Internet: PTV Vissim Tips & Tricks.
• Read the FAQ list on the Internet. These often contain the information which you are looking for. The FAQ list also contains valuable information about modeling.

In the interest of an efficient processing of your inquiry to PTV Vision Support we request that you use the corresponding hotline contact form on the Internet:

• Technical Support PTV Vissim
• Technical Support PTV Viswalk
• From the Help menu, choose > Technical Support.

The browser opens and displays the Vissim contact form. The following information is necessary for the smooth processing of your inquiry:

• A description of the problem
• The steps which were performed immediately before the problem occurred
• If necessary, screenshots of the program states
• All files which are necessary for the reproduction of the error

When you open the form in Vissim via the Help menu, the following data is automatically copied into the form:

• PTV dongle no. and PTV customer no.
• Vissim version and service pack number, e.g. 11.00-09, as listed in the title bar of the 32- or 64-bit Vissim
• Vissim edition
• Operating system version and service pack no.
• Fill in the remaining fields:
• Query type: Error, question or suggestion for improvement
• Category: Limit to affected functionality or affected add-on module
• Subject: Briefly describe the support request
• Text box 1: Describe request
• Text box 2: List the steps performed in Vissim that lead to the situation described

Thank you for your cooperation!