Work with the Support Team

Helpful Information to Provide

To best help the Certent CDM Support team in assisting with your issue, please:

1. Check Your Version of CDM and other components
2. Send Log Files from your local machine at the time of the issue
3. Include Support Files During Generation
4. Export Reports the project (.zip) or report (.cdm)

Describe the Issue

Provide a description of the issue, including:

• What are the steps to reproduce the behavior?
• Is the issue consistent or intermittent?
• Are all users experiencing the same issue?

Disclaimer

For Certent CDM Support to investigate issues you may be experiencing further, we may require copies of your files (such as your report, project, database, log files, or generated documents with supporting files), which may contain confidential data, PII, or non-public information. Please note that to ensure a proper and timely resolution of this matter, this investigation may require that this data be shared with other internal teams in Certent such as Product Development, Product Management, or Quality Assurance teams.

By providing a copy of these files, you understand that this data may be shared internally, grant us approval to do so, and acknowledge that you have been granted the authority to provide the approval to do so on behalf of your company.

Get Support

You can reach out to the Certent CDM Support team at insightsoftware.com/support/product-support/.