How to Report a Problem with any Eos Family product.

While Eos has proven to be a very stable platform, you may occasionally encounter the type of failure commonly referred to as a "crash".  If this should happen to you, getting information to us about this problem will help tremendously.  Please don't assume we know about it!!   It seems like the industry in general is fairly sanguine about console crashes (it is a computer, it happens).  The development team has a zero-tolerance policy.   We really, really want to know when it happens.

There are two different types of crashes.  One, which is generally referred to as the "blue screen" crash (and is thankfully very, very rare), is a hardware failure (or a hardware/software interaction).  When this happens, the software will drop out to a blue screen, with an error message and code displayed in the center of the screen.  Please take a digital photo of this screen and email it to us (see details below).

The other type of crash is the Eos application itself. When this error occurs, the app will close and take you out to the Eos shell (welcome screen).  You will find that all you need to do is press [Primary], [Backup] or [Client], depending on your system.  You will reenter the application and be right back where you were before the application closed.   However, the combination of events that caused this error have been captured in a log file.  Sending us this file will help pinpoint the exact problem.  The system may prompt you at the point of the crash to save the log file.  You can either save the file at this point, or ignore the prompt and continue working until a later time.  
 
As you know, flash drives are the easiest way to move stuff around, so you will need one of those connected to the device that experienced the problem (these files are local to each device).  From the shell, select [Settings], [Maintenance], and then [Save logs].  The system wills scan for files and advise when finished.  If you press [Next], the file we need is displayed.  Save this file and send it to us.  

Again... just a note... if you are in a facility with multiple Eos devices on the network, the file we need is on the device that had the problem - which is not necessarily the current master.

Please email your digital photo or log file to "eos@etcconnect.com." 

Try to include as much information you can about:
Your name, venue and contact information
the configuration (standalone, server/backup, other connected devices on the network, etc)
the situation the problem occurred in (what did the user do when it happened, open editors, special conditions etc)
any other information that you think could be useful

IF YOU HAVE SPOKEN WITH ANYONE AT ETC ABOUT THE PROBLEM, PLEASE INCLUDE THAT PERSON'S NAME.  
 
We will get back to you as soon as possible.   As always, if you are in a show situation and are experiencing problems with your Eos system, or if you experience a failure that you cannot recover from, please do not seek help on the forums or through eos@etcconnect.com.  For an immediate response, please contact ETC Technical Service at one of the numbers below:
 
For technical support in the Americas, please call 608/831-4116, or toll-free in the U.S. at 800/688-4116.
For technical support in Europe, please call (+44) 20 8896 1000.
For technical support in Germany, please call (+49) 8024 4700-0
For technical support in Asia, please call (+852) 2799 1220.

Thanks so much for your cooperation.  Your help here, and in offering input about existing and new features, is making Eos a richer experience for all. 

Anne