Support

Before you ask our support staff for assistance please check out:

• i-net Crystal-Clear FAQ
• Known Problems
  and
• Feature List of i-net Crystal-Clear.

Support: crystalclear@inetsoftware.de

If you experience a specific problem using i‑net Crystal-Clear then send us an e-mail (crystalclear@inetsoftware.de) with the following information so that we can reproduce it:

1. Complete logging output of i‑net Crystal-Clear after the problem or the exception had occurred or the report with the problem was executed. These logging output contains valuable and necessary information about your environment like the used version of i‑net Crystal-Clear, the used Java VM, etc. For more information about the logging of i‑net Crystal-Clear please refer to the FAQ: How can I enable the logging of i-net Crystal-Clear?.
   
2. The rpt file
   
3. The report data in CCcore files.
   Set the value of the property “logData” to true and specify a folder in that the CCcore files will be saved: logData=true
   coreFile=C:/CrystalClear/CCcore/CCcore You can find these properties in the file crystalclear.properties. After you saved the file restart i‑net Crystal-Clear and start the execution of the report. Now i‑net Crystal-Clear will create files called CCcore<engine id> in the specified directory.
   Please send us these CCcore files. These CCcore files contains the data for the report so that we can execute the report without the database.
   
4. Screenshots of the report preview in Crystal Reports Designer and in Java viewer.
   
5. Exported files (e.g., pdf or xls) if the problem occurs in one or more of the export formats.

If you send additional information / questions to an existing support request (ticket) then the subject line must contain the ticket id of this request, e.g.:

TicketID 200ABC (this is a sample for a ticket id, do not use it)

If you send a new support request (ticket) then the subject line should not include ticket id in order to raise a new ticket id.

Thank you for using i‑net software technical support.