NetResults

NetResults Tracker Help & Support

Requesting Support

Please take a look at our Frequently Asked Questions (FAQ) section or the Knowledge Base for NetResults Tracker. 

If you cannot find the solution to your problem there, please send a problem report email to support@nrtracker.com with the required information below:

• For NRT Online Hosted Service
• For Packaged Software
• For Personal Live Trial

NRT Online Hosted Service — Required Information

1. Web Browser software being used (e.g. Internet Explorer 8.0, Firefox 3.5, Safari 4).
2. The full text of any error message which is displayed. In many cases if you get a generic database error message, you can scroll further down on the page to find more detailed error information.
3. The steps required to reproduce the problem.

Please be as specific as possible in your description of what is wrong. Including steps to reproduce the problem and the full text of all error messages is very helpful and can significantly reduce the amount of time it takes to resolve a problem.

For NRT Online users, refer to these links for information about adding or deleting users from your account:
Adding a User, Deleting a User.

Packaged Software — Required Information

1. Version of NetResults Tracker you are using (e.g. 6.5.0, 6.0.1, 5.5.4).
2. Database being used (e.g. Access, SQL Server 2005, SQL Server 2008, Oracle 9i, Oracle 10g, Oracle 11g).
3. Operating System of the server on which NetResults Tracker is installed (e.g. Windows Server 2008, Windows Server 2003).
4. Web Browser software being used (e.g. Internet Explorer 8.0, Firefox 3.5, Safari 4).
5. The full text of any error message which is displayed. In many cases if you get a generic database error message, you can scroll further down on the page to find more detailed error information.
6. The steps required to reproduce the problem.
7. Whether you are an evaluator or licensed user with support.
8. Attach the following log files to your message.  These files can be found on the server where NetResults Tracker is installed.
   1. All files in the installation log directory. For version 6.x or later, by default, it will be at "C:\NetResultsLog" directory. For version 4.x and 5.x, by default, it will be at "C:\NetResultsPTLog" directory.
   2. All files in the NetResults Tracker temporary directory. For version 6.x or later, by default, it will be at "C:\Inetpub\wwwroot\NetResultsTracker\pttmp" directory. For version 4.x and 5.x, by default, it will be at "C:\Inetpub\wwwroot\ProblemTracker\pttmp" directory.

Please be as specific as possible in your description of what is wrong. Including steps to reproduce the problem and the full text of all error messages is very helpful and can significantly reduce the amount of time it takes to resolve a problem.

Personal Live Trial — Required Information

1. Web Browser software being used (e.g. Internet Explorer 8.0, Firefox 3.5, Safari 4).
2. The full text of any error message which is displayed. In many cases if you get a generic database error message, you can scroll further down on the page to find more detailed error information.
3. The steps required to reproduce the problem.

Please be as specific as possible in your description of what is wrong. Including steps to reproduce the problem and the full text of all error messages is very helpful and can significantly reduce the amount of time it takes to resolve a problem.