Bentley Global Technical Support (GTS) is dedicated to assisting our users with technical problems encountered in Bentley applications as well as clarifying software assumptions. Technical problems include defects in the software, user errors, enhancement requests, and general problems associated with using Bentley’s software. Bentley Technical Support, however, is not responsible for training users on the proper use of our software nor can it provide a consulting service such as engineering or programming advice.
Most training issues ("How do I …") can be resolved by reading the Help documentation available with each application and through tutorials provided with the software. Our Support 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 resources spent their time training users on how to use the software or on providing engineering or programming consulting.
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, check out our Learning Resources or contact your Account Manager.
In addition, due to liability and lawsuit issues, Bentley Technical Support cannot assist you in design decisions (ex. what material values should be used, how to fix over stress, what design code should be used, etc..) or construction details established by individual clients, engineering firms, project documentation, and/or code specific documentation.
Lastly, only versions of the program covered by our support policy are eligible for product support. We suggest that you download and update to the most recent version of the program from the Bentley Software Download website, then check to see if the problem has already been fixed. If not, submit a new case and attach information as mentioned below. You may consider some other reasons why to keep your version of the program up to date - click here.
For more details on Bentley's Technical Support Services, see the Bentley Support Hub.
If you have a suggestion to improve the application, please submit an Idea on the Ideas Page. Ideas are publicly accessible feature requests that are voted on by our users and reviewed by the Product Development team. If you submit a Support Case with a feature request, you will be directed to submit an Idea.
If you are unable to use SACS because of license related issues, refer to the following recommendations.
Follow the SES User QuickStart Guide to register and login to the Connection Client.
Refer to the Troubleshooting SES Wiki. In particular, refer to the No Entitlement, the Access Denied, and the Refresh Policy articles.
If you are still experiencing an issue with licensing, submit a Licensing Support Case.
An API is available for SACS, to enable users to extend functionality. This can provide many interesting and helpful opportunities, but the user must have the necessary programming experience and familiarity with the API.
Support for the API is dependent upon a multitude of other factors that are not supported by Bentley, such as IDE products like VSCode, Python distribution and version (Anaconda vs Python), Windows environment (Environmental Variables like Path), and perhaps most critically, the users’ understanding of programming and these systems.
Bentley provides examples and documentation required to set up the SACS API and documentation for the API itself, and if the user finds that the documentation has an error or finds the behavior doesn’t follow the documentation, then Bentley Support can address those issues.
However, Bentley Technical Support is not intended to provide a consultancy service for example on what a particular variable is or how to interpret the documentation to determine what method parameter is expected. There are many resources available online for learning Python which you can pursue if you need programming guidance.
If you are having issues with SACS because of user interface or analysis related issues, refer to the following recommendations.
Before submitting a Service Request:
Review the SACS Documentation to verify your input is correct.
Search Bentley Communities for similar issues to see if the issue has been identified and/or resolved.
Review SACS Learning Resources for relevant content.
If you are still experiencing an issue with input errors or a bug, submit a Technical Support Case.
It is recommended that you provide the following information when submitting a Case:
SACS Version
Windows Operating System Version
Steps to reproduce the issue. This should be a step-by-step process used to replicate the issue. The more detail provided can reduce our response time. Additionally, a set of screenshots or a video is recommended, especially for user interface related issues. Be sure to be thorough with the description of the steps to reproduce (e.g. the exact sequence of commands). Bentley Technical Support will not be able to investigate the issue if they are unable to reproduce the issue.
In addition, provide additional information as required by the type of issue below. Files can be attached directly to your case and we recommend compressing into a ZIP file first.