What is BentleyTSG?

Bentley Technical Support Group (TSG) is dedicated to assisting our SELECT subscribers with technical problems encountered in Bentley applications.  Technical problems include defects in the software, user errors, s, and general problems associated with using Bentley's software.  TSG, however, is not responsible for training users on the proper use of our software. 

Most training issues ("How do I …") can be resolved by reading the Help files available with each application and through tutorials provided with the software.  Our analysts are technically minded and reserved primarily for users who have production issues because of problems with the software or user inflicted errors.  It would be detrimental to our users if our limited resources spent their time training users on how to use the software.

Bentley has a Professional Services group who are dedicated to providing professional consulting and training.  If you are interested in receiving formal training on any Bentley application, login to SELECT services Online http://www.bentley.com/en-US/training/products/ or contact your Account Manager

In addition, due to liability and lawsuit issues, Bentley TSG, cannot assist you in design decisions (ex. how to fix over stress, what piping code should be used, etc..) or construction details established by individual clients, engineering firms, project documentation, and/or code specific documentation.

What to do when a problem has occurred?

Use the following link here to access Bentley's Support Services:

• • Review existing AutoPIPE Vessel Communities

  • Explore your learning resources

  • Take advantage of your CONNECTION Center (i.e.  Log / Track Support Portal Cases, Bentley Communities, Software Downloads, etc..)

Note: user's log in is required. If there is a problem contact Bentley for web assistance. 

1. Log a Support Portal Case -

Every problem AutoPIPE Vessel should start by logging a Support Portal Case from your CONNECTION Center or Support Home Page. Each Support Portal Case has a unique number associated to it to enable easy tracking of a reported issues. When contacting Bentley, any analyst can refer to that number and have immediate access to all the account information and details on all communication between the user, analyst, and development team's responses.

Users are encouraged to refrain from sending technical questions directly to Bentley Personnel because those people maybe out of the office and may not get to the communication for a considerable amount of time. By logging a Support Portal Case the next available analyst will see the new issue and act on it immediately. Once a Support Portal Case has been logged, the designated user will receive an automated response, recommend replying to it with additional detailed information or files (attach all models, screen shots, etc. in one ZIP file), and CC any additional Bentley Personnel as required. This ensures that all email communications are correctly logged for future reference.

2. Provide Problem  Details:

When logging a Support Portal Case provide ample details to clearly present the issue you are facing:

1. 1. What version of AutoPIPE Vessel are you using (Help> About> 8 digit number)

   2. What exactly is the problem / error encountered.

   3. Submit a step-by-step procedure to reproduce the issue with the related Node number. If having a problem entering data into a dialog screen, list exact steps with which data was entered and exactly what occurred as a result.

      Note: The development team cannot fix / investigate an issue that cannot be reproduced. 

   4. Create highlighted screen shots as needed to clearly show the problem / error.

   5. For issues where AutoPIPE Vessel results are being challenged, in addition to a model's file, please provide details calculations in MS Excel file for review by the Development team. The calculations should based on values and calculations documented in the output report. Again, provide clear details of your calculations and where exactly AutoPIPE Vessel appears to be incorrect.
      
      If quoting a section from a code,  provide the code name, code year, section, and paragraph designation. Helpful to copy clip just the paragraph of concern to be included when sending your information for review.

   6. For issues that require the user's computer information, please provide the computer's system information using the following:

         1) Start> Programs> Accessories> System Tools>  System Information.

         2) After the program has been opened, select File> Save> save file

         3) Send me a copy of systemname.NFO file for review.

      Also, perform the following:

         1) Start DOS command, select Start> Run> type "cmd"

         2) Type, cd .. until c:\> is shown

         3) Type, c:\> Dir /s /o /ogne>systemname.txt

         4) Send a copy of the systemname.txt for review

      Note:

      1. You may need internal IT to provide user access when following the procedure above.

      2. These files may be large and can be shrunk by adding it to a ZIP file.

   7. Issues where the program completely crashes:
      
      1) Reproduce the crash in AutoPIPE Vessel .
      
      2) Then open the Windows Start menu, and type the following in the text box at the bottom:
      
               Event Viewer
      
      3) Select Event Viewer from the results list.
      
      4) In the window that appears, expand Windows Logs on the left sidebar, and select Application Log.
      
      5) After a few moments, a list should populate on the right.
      
      6) Find the error listing with the same timestamp as the error that was just reproduced.
      
      7) Note the faulting module name. See the attached screenshot for an example.
      
      Note: The faulting module will show what library was executing code when the crash occurred. In some Case, this information will provide a clue, especially if the module is provided by Bentley. Provide the text or a screenshot of the error listing.
      
      
      
      
   8. Software failed to start normally or terminated abnormally:
      

      Download and install WinDBG - instructions here

      Create a log file for Bentley's Development team review - click here.      

3. Send your AutoPIPE Vessel file:

Gather all the model files.     

4. Attach all files into a single ZIP file. 

To make it easier when sending an email and storing files, we recommend adding all files to a ZIP / RAR file(s) no larger than 5.0 megs.

If your file is larger than 5.0 megs, please see the following web link for instructions to upload your file to our FTP server. But, do not forget to send an email to the Support Portal Case number logged with the name of the file upload. Otherwise, it will be lost. 

http://communities.Bentley.com/help/w/be_communities_help/bentley-ftp-site-tn.aspx

5. Contact us by Phone:

Corporate Headquarters
685 Stockton Drive
Exton, PA 19341, United States

 1-800-BENTLEY (1-800-236-8539)

Outside the United States +1 610-458-5000

More local offices

see Bentley Phone Queue listing for more details when calling

See Also

Bentley AutoPIPE

Bentley Select Services Technical Support webpage: