Support Request Form

Thank you for taking the time to contact us with your meshing questions, concerns, or problems. By sending us your questions and reporting problems you encounter, you give us the opportunity to make you aware of recent bug fixes or work-arounds, identify potential usage problems, and teach you other useful skills. We look forward to receiving your request and working with you in resolving any questions or issues you bring to our attention!

To get started, please provide us with all of the information requested below and press the Send button at the bottom of the page.

If you would rather contact our Support Engineers by phone, please call 800-4PTWISE while you are seated at the computer so that you can run some commands for us if necessary.

Information About You
Your Customer ID:
Salutation:	Dr. Mr. Ms. Mrs. Prof.
First Name:
Last Name:
Telephone:
E-Mail:

Question or Issue
Use the following space to send us any questions you may have about Pointwise or Gridgen. If you encountered a problem, please provide a detailed description of what happened, including (if possible) the steps that lead up to the behavior in question.
Include here any error messages or log files written when the problem occurred.
If the problem is repeatable and you can send us your files, it will help us to better assist you. Please see these instructions for sending your files to our Support Engineers.

Your Meshing Environment
Product:	- - - - - - Pointwise Gridgen
Bits (Pointwise only):	- - - - - - 32-bit 64-bit
Version Number:	- - - - - - V16.00 V15.10 V15.09 R3 V15.09 R2 V15.09 R1 V15.08 V15.07 R2 V15.07 R1 V15.06 V15.05 V15.04 V15.03 V15.02 V15.01 V15.00 V14 V13
Your Computer:	- - - - - - Mac Compaq/DEC HP HP Itanium Linux SGI Sun Windows
O/S version(s):
Topics of Concern:	GUI Defaults Import/Export Layer Manager Creating Database Entities Creating Connectors Creating Domains Creating Blocks Connector Grid Points Structured Grids Unstructured Grids Grid Extrusion Modify Commands Miscellaneous Commands Diagnostics Analysis Software Interfaces Scripting Installation Licensing Other
Send Us Your Support Request

Customer ID

What is it?: Your Customer ID is a simple alphanumeric string that Pointwise uses to identify where you work and how you use the software. By providing your Customer ID, you make it easy for us to find your site in our database and quickly and accurately determine how many licenses of each product you have and what their expiration dates are.

How do I find it?:

• Pointwise
• Look in the Messages window. Your Customer ID is printed there when Pointwise starts.
• Gridgen
• Run Gridgen and look at the startup messages printed to the shell window. Your Customer ID should appear there.
• Look on your CD case. Your Customer ID is printed on a sticker that is affixed to the case.

Version Number

What is it?: The version number is a text string that indicates what release of the software you are currently using.

How do I get it?:

• Pointwise
• Run Pointwise and run the Help, About command. The version number string appears in the dialog box. An example Pointwise number string is "Pointwise V16.00 -- Optimized Build 0094020500 Windows 32-bit".
• Gridgen
• Run Gridgen and look at the startup messages printed to the shell window. The version number string should appear there. An example Gridgen version number string is "Gridgen V15.10 REL 1 build 0087011636".

Error Messages

What are they?: Sometimes when a problem is encountered in the software, one or more error messages may be output that provide more detail about the issues being encountered. These messages provide an important reference for our engineers to use in debugging any problems you report.

Where do I find them?:

• Pointwise
• Pointwise prints all error messages to the Messages window.
• Gridgen
• The Message window is found in the upper left hand corner of the Gridgen interface between the Status window and the Blackboard.
• If your workstation runs the Microsoft Windows operating system, the Console window is a secondary window that appears when Gridgen is started.
• If your workstation runs a Unix/Linux/Mac operating system, the Console window is the terminal or shell window in which you start Gridgen.

Pointwise & Gridgen Files

What is needed?: When the problem is repeatable, it always helps us if we can work with your data files. If you're unable to share the files with us it might be possible for you to recreate the problem in a generic form. For example, you might delete all blocks except for the one(s) causing the problem and send us that file. Or you might make a topologically similar grid and send it to us.

How do I send it?:
Either way please email the files to support@pointwise.com. If the files are too large for email transfer, please arrange to have them placed on your ftp server for internet access, or contact Pointwise for information regarding upload to our ftp site.