Contact RT Software Support: +44 (0)20 7384 9277 or support@rtsw.co.uk
We are proud of the timely and high-quality support we provide our tier 1 customers. Support from professionals who understand complex infrastructures and can provide sensible advice, typically on first contact. We understand broadcasting and have first-hand experience of the pressure involved in keeping live, 24 hour operations on air.
Having selected RT Software to supply your broadcast graphics solutions, ongoing help and advice are essential. We provide answers to your questions, bug fixes and feature-packed new releases of the software for free as part of our software support.
Annual Software Support Contract
Software Support. Included with Annual or short term rental licences and available through an annual Software Support Contract for perpetual licences. Customers with a valid contract are entitled to reasonable telephone based assistance during UK office hours (UK 09.00 to 17.00) plus new interim releases of the software free of charge. Please note that as standard this does not include any on-site assistance.
Out of Hours Support. Customers requiring out of UK office hours support can extend their contracts to include this.
Hardware Support. We pass through the manufacturer’s warranties and provide telephone assistance as best we can during office hours on the products that we qualify or supply. We recommend customers have appropriate support in place with the manufacturer or their local agent. In addition, we may hold these products in stock ready for prompt shipment to you.
Additional Support. We appreciate that as a broadcaster you will have times when graphics can be critical. We can tailor a package of additional support to assist as required and this can include being on site with you anywhere in the world.
+ I want to report a problem - What do I need to tell RT Software?
Please use the dedicated support address support@rtsw.co.uk instead of contacting a specific person at RT Software,
This has advantages:
- This is a collaborative email address shared by our technical support team, so more experts are able to respond.
- Your email will be logged and tracked.
To help us collate replies, track progress and close support cases please ensure your email includes the following:
- The subject of the email should be relevant to the problem.
- Report only one problem per email
- Always reply to a response from us and keep the email chain intact.
- Ensure support@rtsw.co.uk is included in all replies.
- Start a new email when reporting a new problem.
In addition to a description of the problem, include the following:
- What is the name of the product are you using:
- The version of software:
- The type of PC:
- The operating system:
- The graphics card:
- The graphics card driver version:
- The video card (if installed):
- The ID of your USB security key (if that is how you licenced):
Attach the log files from the following location:
- Windows: C:/Program Files/tog/logs
- Linux: /var/log/tog
Please specify at what time (as precisely as possible) the problem occurred.
Windows Only: If the problem terminated abnormally, please check for and send us a dump file. This will be located in
C:\Users\\AppData\Local\CrashDumps
Also, please provide as detailed a description as possible of the issue. This should include:
- Is the problem repeatable under certain conditions?
- Is it random?
- What was happening on the system when the problem occurred?
- Can you provide any visual information – phone recording or output recording. Ideally, this would include a timestamp so we can correlate the issue with the log file. If providing a video file recording please remember to record in the same format as you are running – especially if you are running interlaced video.
- Any assets that may be relevant to the issue, this includes:
How to record your screen: How to record your screen guide pdf
+ Teamviewer for Remote Access
To allow remote access to customers machines RT Software uses the Teamviewer software.
Teamviewer allows you to selectively grant access to your machine so that RT Software can only login when you allow it.
If TeamViewer is not already installed on your PC you can download from their website
https://www.teamviewer.com/en/download/windows/
Once you start TeamViewer we need to know the ID and password.
+ Hardware Support - Who do I call?
RT Software typically does not depend on any custom hardware. The hardware we use is Common off the Shelf (COTS) PCs, servers, cards and other industry-accepted hardware. Should your hardware become faulty you should contact the manufacturer or supplier directly for support or to action any warranty. RT Software can provide the contact information if needed.
If you have a critical situation, we can check our stock for a suitable loan unit whilst repairs are carried out.
+ OEM Support Guidelines
If you have a product from another manufacturer that incorporates our graphics technology, your official support agreement is with that other manufacturer.
However we are always happy to assist with general questions about the graphics we provide.
If you would like guidance on creating or authoring graphics you can contact our creative team at creative@rtsw.co.uk
If you have other general questions, please contact sales@rtsw.co.uk.
If you are asked to provide logs or other technical information about your setup, take a look at the first section above – ‘I want to report a problem’.
+ What documentation is provided and where is it?
Older versions of software may install some documentation on the PC where your RT Software is installed, however all the current documents are held in our Document Library on our website.
+ Licencing Guide
