On rare occasions, you may find yourself stuck with what seems like a system issue that is slowing you down, or maybe you are receiving an error message, in that case, it may be time to contact Datarails Support Team.  You're in luck—we're here to help you succeed! Datarails' team of qualified support staff is geographically dispersed across our US and EMEA headquarters providing next-level support.

We look forward to supporting you. 👍

Getting Started

How to Reach Us

To reach us, you can submit a Contact Support request (recommended) or send us an email: Support@datarails.com

(Note that Customer Success managers are involved and are accessible as an escalations point upon request via our support team.)

How to submit a Contact Support form: 

Head to the top-right corner of this page and click on, Contact Support. 

From here you will be prompted to answer a few questions in the document fields. Ultimately your answers to these questions help us serve you better. 

The more information you can provide us the better and faster we can resolve your issue.

The Fields to be Filled Out

• Here you will select the area that the issue is related to. That could be the Admin section, Auto Calculate, Dashboard, Data mapper etc.

• Tell us about the error type you are receiving.

• Simply copy / paste the URL (web address) pointing to the specific Filebox, Dashboard and /or Widget where you are experiencing the issue. You can learn more about URLs here. 
• Please write a relevant subject line along with a clear, descriptive body along with relevant screenshots here. 
• This is optional and it can be additional screenshots / screen recordings or perhaps a file you would like for us to review.
  
  
  

Tracking your Support Request

• After submitting a support request you can track the status of that request by going into the "My Activity"  
  Click your profile icon on the upper-right side of any page, and then click My Requests
  
  
  In my activity, you can see all of your requests to support and also requests you have been CC'd in  and their status 
  
  
  
  

How to Effectively Take a Screenshot

When communicating with our Support Team you may be asked to send over a screenshot of the error message or issue you may be experiencing. While this may be a familiar process for some we nevertheless wanted to provide you with a simple guide to assist.

• Windows OS
• Mac OS

It is imperative to always capture the entire screen (rather than only a portion of the screen). This ensures that the timestamp and URL (web address) will be captured.

Windows OS

Using Print Screen Button

Using Snip & Sketch

Using Print Screen Button

This method is ideal for taking a screenshot of the entire screen(s) you are on. It can be cropped later on, but by default you will be screenshot-ing the whole desktop.

1. From any application, just press the button on your keyboard marked, Print Screen. It may be shortened to PrtSc on smaller keyboards such as on a laptop.

Windows will then automatically place the screenshot in your clipboard. You can now paste that graphic image screenshot into any application. Use Ctrl and V or right-click then paste to do so.

One such program is Windows Paint. 

Once you have Paint open, simply paste it there. With the image pasted into Paint, simply save the file into the folder of your choice and attach it where relevant.

Using Snip & Sketch

This method is ideal if you want to take a screenshot of only a specific portion of the page you are on, rather than the entirety of the page.

1. To access Snip & Sketch, you can either search the Windows search bar for Snip & Sketch, or hold down the Windows key (⊞) and Shift and press S.
2. Now use your mouse to draw a rectangle in order to specify what to capture. Windows then copies it to the clipboard.

You can now paste that graphic image screenshot into any application. Use Ctrl and V or right-click then paste to do so. If the application you are using does not allow for pasting directly, then you will need to use another program to copy into and create an image which can then be attached elsewhere.

One such program is Windows Paint. 

Once you have Paint open, simply paste it there. With the image pasted into Paint, simply save the file into the folder of your choice and attach it where relevant.

Mac OS

Entire Screen

1. Hold down ⌘ command and shift and press 3

Your Mac will capture the entire screen and save it as a file on the desktop. The file name will look like "Screen shot <today's date> at <current time>.png”.

Partial Screen

1. Hold down ⌘ command and shift and press 4
2. Then use your mouse to draw a rectangle in order to specify what to capture – or press the spacebar and then click on something (e.g. a window) to capture it.

Your Mac will then save it as a file on the desktop. The file name will look like “Screen shot <today's date> at <current time>.png”.

Requesting Log Files

Updated May 08, 2023 17:31