Technical Support

Technical Support

Priority Technical Support for Registered Users

To keep software costs low, a growing number of Internet software companies like WinZip and HealthKeeper offer technical support only via the Internet through e-mail and web site support services. This helps keep the cost of better health and fitness affordable to everyone.

Fast Internet technical support via e-mail and web site support is the wave of the future in the software industry. Individuals used to traditional software phone technical support will be surprised at how much faster and easier the new Internet based technical support systems can be.

No longer will you have to wait on a phone line the traditional 30-40 minutes for a technical support person to finally become available or after having left a message on a technical support answering machine, wait sometimes days for a technical support person to call you back or catch you in or available. With the HealthKeeper priority e-mail technical support you not only save time you will also find that most technical problems are resolved in less than 24 hours, (excluding holidays and weekends).

To get priority assistance with your technical support questions e-mail the Bug or Problem report (below) to (support@healthkeeper.com). If applicable, BEFORE you e-mail us your Bug or Suggestion report (below), we recommend you first:

a.) Check the extensive on-line Help (in the software on the menu bar or off the help button) to see if the answer to your help question is not already there. Our on-line help is arranged by subject, is indexed and explains how to use every program function.

b.) Check our regularly updated software FAQ (Frequently Asked Questions) at our 24 hour access web site at (http://www.HealthKeeper.com/support/faq.htm). Here you can check to see if you are using the most current software version or if you are missing a between version patch. If so, you may be able to solve your problem with a short upgrade or patch download.

All Registered users get the following technical support services:

Free 24 hour Internet online support using our web page support FAQ and other web page support features at (www.HealthKeeper.com).
Registered users get up to five priority handling, free e-mail support occurrences during the first 90 days after registration.

Limited Technical Support For Free Evaluation Copies

Free Trial users may obtain one courtesy, free e-mail technical support occurrence. To get assistance with your technical support questions e-mail the Bug or Problem report (below) to (support@HealthKeeper.com). If applicable, BEFORE you e-mail us your Bug or Suggestion report (below), we recommend you first:

b.) Check our regularly updated software FAQ (Frequently Asked Questions) at our web site at (http://www.HealthKeeper.com/support/faq.htm). Here you can check to see if you are using the most current software version or if you are missing a between version patch. If so, you may be able to solve your problem with a short upgrade or patch download.

Free Trial Users please note: We usually answer all free trial user technical support requests with 48 hours except weekends and holidays. Our tech support or programmers may at their discretion, e-mail or fax you for further questions regarding the bug or problem you reported. Your e-mailing us gives us permission to e-mail you.

Bug or Problem Report

The Bug Report Part 1:

Name ______________________________________

Phone __________________

E-mail address _______________________________

Fax _____________________

Today's Date ________________

a. I am a free trial user ____

b. I am a registered user ____

c. I am a beta tester ____

If a registered user, on approximately what date did you purchase your HealthKeeper _______________.

If a registered user, you need to enter your identifying software registration or unlock code number here. ________________________. (This code number allows us to verify you are the registered owner of the software and qualified for priority technical support.)

Mother's maiden name _____________________________________

c. Be sure you are using the most current release that is the Performance Diet version 3.0

as of about 10/5/00. (Check our FAQ at http://www.health-runr.com/support/support.htm to get the most current version number and to see if there are any free or other upgrades since your purchased the product. Available new upgrades sometimes fix minor bugs found in the previous version.)

My HealthKeeper version number is _____________(This version number is found in the "About” section of the program's Help pull down menu.)

d. For people who downloaded the product only: I downloaded and installed a copy of the program on approximately ________ (Date) I downloaded it from _________________________ (web site if you remember).

If you downloaded the program, did you notice any problems getting the file? Yes ___ No ___

e. What is the exact size and date of the HealthKeeper download file found in the directory into which you downloaded the HealthKeeper ________________________.

What drive (letter or number) _______________ and sub-directory ____________________ did you install the program.

f. For people who installed the product from our CD: I installed the program from a CD on ______ (Date).

g. My operating System is: Windows 95 _______ Windows 98 ______ Windows 98 with the new upgrades, _______ Windows NT version # ____ (with what service pack upgrades _________) Windows 2000 _______ Windows ME ___________.

h. Operating System Version # _____________

i. I am a beginning ____ intermediate ______ advanced ______ or power ________ computer user. (Power indicates professional programmers, developers etc.)

j. If the problem in any way involved your screen display, be sure to include your screen resolution setting _________ and color settings _____________.

k. Have you EVER installed an earlier version of the free trial of our software on this computer and then installed another free trial after that one ran out? _____ (Installing or Installing and de-installing

any new "time or use limited" free trial after an earlier one has run out can cause the new free trial not to work and to "error message out".)

kk. Have you EVER installed an earlier version of this software on this computer and then installed another later version copy of it over it without first completely de-installing any earlier

ersion? ________ If so, what was the version number of the earlier version? _____

Kkk. Have you EVER installed an earlier version of our Health-RunR software on this computer and then installed a copy of the HealthKeeper line of software over it without first completely de-installing any earlier version? _______

kkkk. Have you ever installed any of the free upgrade patches on your copy of the software? ____ If so, which ones ______________________________________.

l. For non U.S. users only: In the Windows Control panel under Settings, are you using the US ____, British _____ or some other countries date format settings? If so, what settings ________.

m. If you are upgrading your HealthKeeper version from an earlier HealthKeeper version,

what was the version number of_______ your old version and did you completely de-install the earlier version following our de-install instructions in the program's help section BEFORE installing the new HealthKeeper upgrade? Yes ____ No ____

n. Are you either installing this on a network or occasionally connecting this computer to a network? ______ If you are occasionally connecting this computer to a network, the network may be automatically resetting your computer clock to match the clock of the network. On a few computers this free trial timing lockout malfunction interprets the clock change as a way to by-pass the free trial time limits.)

Bug Report Part 2: ==================================

Describe exactly where you were in the program when the bug or problem occurred. If applicable, describe the sub-section of the mode and/or what type of mouse click you were using.

Downloading the program ____
Installing the program from the download file ____ or installing the program from the CD ____.
In the New Profile Mode ___ or the Edit Profile Mode _____
In the Intake Tracker Mode___

4a. In which Intake Tracker sub-mode:

Health Register ___ Health Recorder ___ 4 Bar Mode___ 19 Bar Mode___ Add Foods by Code number ___ Add New Food Wizard ___

In the Recipe Recorder Mode___ Nutrition Facts Label ___
In the Exercise Tracker Mode___
In the Meal Planner Mode___
In the Fair Compare Mode___
In the Graphing Mode___
In the Medical Tracker _____
In the Help sections___
In the Printing features ___
In the Pantry mode ____
In the Shopping list mode ____
In the Journal mode ____
Other ____
Where applicable, name the sub function you were using with in one of the above modes when the problem occurred. If we don't know exactly where you where within the mode, we will not be able to duplicate the situation on our test computers here to advise you.

Bug Report Part 3: ===========================================

Describe in Detail the Bug or Problem.

What were you doing just before the bug appeared? (Be sure to describe the EXACT 1,2 3 prior sequence of steps you took up to the problem or bug occurring. This way we can quickly duplicate the problem here and tell you exactly what to do to remedy the situation.)

Please note: If the problem occurred after you had entered specific information into a fill-in box or other program fill-in field, please let us know exactly what you entered in the box or field so we can do everything you did to reproduce the problem. (If you can send us a screen capture of the screen and what you entered that will work too.)

What happened after the problem occurred?
Note completely any and all Error Messages that may have appeared after this problem showed up below.
If you change modes and then go back to the mode in which the bug/problem occurred, does the bug go away? ___ If you open and close the program, does the bug go away? ____ If you reboot your computer, does the bug go away? ____
Can you reproduce the bug? Yes, always ____ sometimes _____happened a few times _____ happened once _____ don't know _____
How would you rate this bug?

Cosmetic ____ Something didn't work properly, but could continue_____ Something didn't work properly, but could NOT continue ____ Crashed the HealthKeeper program _____ Crashed your computer _____

Can you send us a screen capture of the screen where the bug occurs? Yes ___ No ____ (To make a screen capture press the Print Screen button on your keyboard then open up the Microsoft Paint program in the Accessories option. Next, paste the image now on your clipboard into the Paint program. Save the file then always Zip it then e-mail it to us as an attachment.)
If this is a data base type bug can you send us your ".mdb" files so we can use your exact information to try and re-create the bug? Yes ___ No ___ (To do this go to your HealthKeeper directory and search for *.mdb files. Always Zip these files first then e-mail them to us as an attachment. For recipe problems send the recipes.mdb and profiles.mdb. For profile or favorite or new foods problems send profiles.mdb. For medical checker problems send medical.mdb.)

E-mail this bug report to <support@healthkeeper.com>. Our tech support or programmers may at their discretion, e-mail or fax you for further questions regarding the bug or problem you reported. Your e-mailing us gives us permission to e-mail you.

Contents | Index

Diet software - Calorie counter - Diabetes diet - Diabetic diet - Diet Program - Diet Plan - Weight Loss Diet - Diet Fitness - Healthy Diet - Weight Loss Program