0. Have a good suggestion (IDEA) to improve the application - click here
1. Need Technical Support to fix a problem / answer questions -
All issues related to AutoPIPE Vessel should begin with creation of a new Case. Each Case is assigned a unique identifier, which helps with efficiently tracking reported problems. When communicating with Bentley, any TSG analyst can reference this number to access all relevant account information and communications.
Users are advised against directly contacting Bentley personnel for technical support, as these individuals may be unavailable and slow to respond. By submitting a Case, the assigned analyst will be notified of the new issue and will take the necessary steps to address it. Additional people can be CC'd as needed on the communications with the case portal.
Users are urged to provide a minimal amount of information (see section below) to efficiently direct analyst to primary issues of concerns the user may have with using a Bentley Application. This process ensures that every issue is accurately documented, all parties remain informed, the current status can be quickly assessed, and all communications are properly recorded for future reference.
There are 4 different options to log a Bentley Case:
Option #1: AutoPIPE Vessel
Option #2: CONNECTION Center
Option #3: Using www.bentley.com
Option #4: Call Bentley by phone - click here
2. Required information
Some issues require that the CAE development team review a users computer for machine configuration, installed files, program information, etc.. use the following sections to determine what information should be provided on your case:
Minimal information
a. Model. save model and send *.emvd file for review.
Note: In some case user may need to send additional files:
i. Project specification: *.EMPD
II. AutoPIPE Vessel *.CSV
b. Software Version, find 8 digit version number using Help > About on the applications' ribbon.
c. Exact description, provide exact details about a specific issue with text and screen shots. Send all information and photos for review.
Note: To save time and potential mistakes, provide a crystal clear description with text, images.
d. When Challenging Results, to address any doubts or concerns about the accuracy of AutoPIPE Vessel's results, user must provide TSG with the following information.
i. AutoPIPE Vessel Model *.emvd file.
ii. Excel spreadsheet file showing easy to follow hand calculations. The equations should be referenced from output report, program help, or selected code. All calculation should utilize values found in the complete output report.
iii. Again, clearly identify exact location of the issue in the model, reports, or output drawings.
iv. If quoting a section from a code standard, 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.
e. Cases of errors in Drawing Generation, see KB article How to collect the log file to contains the information about the error facing while generating drawing?
Application crashes - Machine configuration
a. Go to run and type ‘cmd’
b. In the command window type “dxdiag /t %LOCALAPPDATA%\bentley\dxdiag-dump.log”
c. Open folder location:
- %LOCALAPPDATA%\Bentley
or
- C:\Users\username\AppData\Local\Bentley
d. Find and Send 'dxdiag-dump.log' file for review
Application crashes - List of installed programs and components
a. Go to start and type ‘Powershell’
b. Copy/Paste the following command into the powershell window:
X86 Programs
Get-ItemProperty HKLM:\Software\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\* | Select-Object DisplayName, DisplayVersion, Publisher, InstallDate | Sort-Object DisplayName | Format-Table –AutoSize > $env:LOCALAPPDATA\bentley\installed-progs-x86.txt
X64-Programs
Get-ItemProperty HKLM:\Software\Microsoft\Windows\CurrentVersion\Uninstall\* | Select-Object DisplayName, DisplayVersion, Publisher, InstallDate | Sort-Object DisplayName | Format-Table –AutoSize > $env:LOCALAPPDATA\bentley\installed-progs-x64.txt
d. Open folder location:
- %LOCALAPPDATA%\Bentley
or
- C:\Users\username\AppData\Local\Bentley
e. Find and Send 'installed-pogs.txt' file for review
Application crashes - Program Dump
a. Start Task Manager by right clicking the taskbar and selecting 'Task Manager'
b. Go to “Details” tab and find “prodia2.exe” in the list (the AutoPIPE Vessel program GUI).
c. Right click and select 'Create dump file'
d. The file will go to your temp directory with name ‘prodia2.dmp’
e. Open folder location by typing '%temp%' in run or File Explorer
f. Find and Send 'prodia2.dmp’ for review.
Note: the DMP file may be very large, do not attach to an email. All case related communications from Bentley contain a link to the case, use this link to open a specific case and upload / attach the file to the case.