You can contact the PTV Vision Support via a contact form in the following cases:
- Program errors in the current version. As our products are continually being improved, we regret that we cannot always provide support for previous versions.
- If you have a maintenance contract, you can contact us with questions about your project and modeling.
Before you contact us with questions and problems:
- Try to solve the problem by using the online help or the user manual. Required information is often contained in it.
- Read the tips and tricks on the Internet:
- PTV Vissim Tips & Tricks
- PTV Visum Tips & Tricks
- Read the FAQs on the Internet: Vissim FAQ, Visum FAQ. Required information is often contained in it. The FAQs also contain valuable tips for modeling.
In the interest of efficient handling of your request to PTV Vision Support, we ask you to use the corresponding support contact form on the Internet:
The contact form also opens in the browser if you select Help > Technical Support in the menu.
The following information is required for smooth processing of your request:
- A description of the problem.
- The work steps performed immediately before the problem occurred.
- If required, screenshots of program states.
- All files necessary to reproduce the error.
When you open the form from the Help menu, the following data is automatically entered into the form:
- PTV dongle no. (if available)
- PTV client no.
- Version and service pack number, for example 2021.00-03, from the title bar
- Edition, if applicable
- Version of the operating system and service pack number
- ► Please fill in the remaining fields:
- Issue type: error, question, or improvement
- Topic: narrow down to affected functionality or affected add-on module
- Subject: enter the error message or a summary of the support request
- Text box 1: describe your concern
- Text box 2: list the steps performed that led to the described situation
