Contacting Synergy/DE Developer Support

If you can’t find the information you need in the Synergy/DE documentation, you can reach Synergy/DE Developer Support at the following numbers:

800.366.3472 (in the U.S. and Canada)

916.635.7300 (in all other locations)

You can also contact Synergy/DE Developer Support through email or by opening a support case online.

To learn about your Developer Support options, contact your Synergex account manager at one of the above phone numbers.

Before you contact Support, make sure you have the following information:

• The version of the Synergy/DE product(s) you are running.
• The name and version of the operating system you are running. For a client/server problem, you'll need information about both the client and the server.
• The hardware platform you are using. For a client/server problem, you'll need information about both the client and the server.
• The error mnemonic and any associated error text (if you need help with a Synergy/DE error) or the exception thrown (if you need help with an xfNetLink Java or xfNetLink .NET error).
• The statement at which the error occurred.
• The exact steps that preceded the problem.

• The contents of any relevant log files (such as the synd log for License Manager or xfpl.log for xfServerPlus). Logging information may also be found in the Windows application event log or syslog on Unix.

• What changed (for example, code, data, hardware) before this problem occurred.
• Whether the problem happens every time, and whether it is reproducible in a small test program.
• Whether your program terminates with a traceback, or whether you are trapping and interpreting the error.

Reporting Synergy .NET issues

If you are having any of the problems below, send us the complete set of source files to re-create the issue:

• Visual Studio lock up or crash
• Compiler crash
• Unusual MSIL Assembler (ilasm.exe) issues
• “Invalid program” errors
• “JIT Compiler has encountered an internal limitation” error at runtime

For Visual Studio issues, zip the entire project.

You won’t get a traceback for untrapped errors, as you do with traditional Synergy. Instead, you’ll get the Windows Dr. Watson box. Click Debug to go into the debugger. If the program was not built with debug information, and you instead click Cancel, you’ll get a traceback.

The PDB files for the Synergy .NET runtime libraries have information on Synergy .NET runtime line numbers that appear in tracebacks. These files are located in the Common Files\Synergex\CLR40 directories under Program Files and Program Files (x86).