Submitting a support request

Please submit your support questions to either:

You are also welcome to call us on +44 1865 324990 but in practice we find that most support problems require us to see your project files so you may end up having to email us anyway.

When you submit an email query to our support service, it is important to be as clear and unambiguous as possible. This will eventually save you time. If we misunderstand your question we may indeed answer the wrong question.

If you have a suspected problem with a calculation please send us an email with the following information:
a) Copies of all data files required to reproduce the problem. Remember to send material database files if needed.
b) Clear and simple step-by-step instructions on how to reproduce your problem.
c) Your comments on why you think the results are wrong.

Here is an example query:
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* Open mystrangedevice.prj file
* Open the device in project-node /Project1/device1
* Click on the S-matrix button, and wait for calculation to complete
* Look at the LR(1,2) amplitude and compare with the RL(2,1) amplitude - they are different.
Comment: scattering matrix should be symmetric.
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We are looking forward to hearing from you!