Before you request support please read ALL of the following,

Have you checked the Documentation for a solution to your problem? the documentation can be downloaded using the Download button in both the Editor and Viewer.

Have you checked the Frequently Asked Questions on our website for a solution to your problem? We have a large set of short articles on the most frequently encountered and asked about issues from our clients.

Note that both the Documentation and FAQs are updated regularly so check back whenever you have a problem or need more information.

When asking for help, please do not send your request to a specific individual but contact us at This email address is being protected from spambots. You need JavaScript enabled to view it.. This way, if a specific individual is not available, everyone can see it and someone else can jump in. Also, even though one person maybe handling your request, another might have a suggestion or solution that could solve it. Also, please use Reply All when responding. 

We are here to help you but please, provide us sufficient information to help us understand the issue you are having problems with. This needs to include:

• What version of Enviro Data are you having the problem with? This information can be found on the main menu of both the Editor and Viewer and may be different for each. Examples would be Ver. 8 A 1.73 or Ver. 8B 1.3.
• Is the problem with the Editor or Viewer?
• What specifically are you trying to do? This might include something like: “I was trying to create a Crosstab Export and had selected a Reg. Limit Group, but no Reg. Limits showed up in the export. Or, “I was trying to import new records from my lab using the DTS8 format and Excel and I got an error saying _____.”
• Are you not getting any results from your selections?
• What were you expecting the output to look like?
• Did you get an error message(s)? If so, send a screen shot. 
• Is this happening on multiple computers?
• Is this a new problem or one that has been occurring for a while?
• Is your Enviro Data database local, on a network or in SQL?
• Are you using a shared Library File for lookups? (If you do not know what this is, you probably do not have one.)
• What version of Microsoft Office are you using and is it 32-bit or 64-bit?
• Screen shots are always helpful. These may be of your Select Data or Display Options forms, any error messages you receive, a copy of any output or anything that might be relevant. You can paste screen shots into your message or attached them to the message in JPG or PNG format. Just make sure they are large enough to be legible.
• Let us know if your issue is urgent or routine.

If you have more than one issue/question, please separate them clearly in your message. Solving an issue efficiently depends primarily on good communication. If you have multiple issues that need to be addressed, please make each clear and separate them in your message. Using numbers or bullets would be best.

Have you already contacted Geotech about this issue? If so, please provide a copy of that response. This should be obvious but Use Reply All when replying to any support message on the same topic so there is a history of what has transpired.

If this had been working last time, please describe anything new that has been changed since it worked.

If you did not knowingly make any changes that you expected to affect the results, please say so. Do not go into great detail; just mention what has changed. If the change might be relevant to the issue, we will ask for more details.

Have you made any changes, hardware or software, including but not limited to?

• Installed Enviro Data on a new computer.
• Upgraded to a new version of Microsoft Office.
• Switched from one version of Enviro Data, including updating either the Editor or Viewer alone, include that information in your message.
• If you are on a network, or using SQL Server, have any changes been made to that setup?
• Has your system crashed recently?
• Are you using a new/different/older database?

Have you had this same problem in the past? If so, what was done to fix it then?

Describe the output you expected and the output you received. People sometimes assume that the desired outcome is obvious. It often isn't, especially to someone who is not in the same room with you. Screen shots are always helpful. It's surprising how often people report that they tried something and "it didn't work", but do not describe what happened. If you expected a specific output or result, but there was none, please state that explicitly. Screen shots are always helpful.

If we ask you any questions, please read them carefully and then respond to each of them. We often add numbered steps or questions to our responses. It is very important to follow and/or answer each question. The relevance of our questions may not be apparent to you, but remember, we know how the program is supposed to work.

If you do not respond to our specific questions, you may delay finding your solution. If we ask you to choose a single data record or group of records and answer one or more questions using it, please do exactly that.

General Comments

Support time is deducted from your prepaid support account however, if we determine if the problem is a bug in the software, it will be fixed at no charge.

In many cases we may ask you to provide us with a subset of your database, your Settings file and/or any import files you are working with. You can find out how to create a subset here. Note all Access database you send must be zipped up in order be allowed into our email system.

If necessary, we will setup an online conference using Microsoft Teams. (This may require that your IT department gives permission for you to do this.) Voice communication can either by using your computer’s microphone and speakers (or a headset) or by a phone call, whichever is most convenient. This way we can see what is happening on your system to get a better idea what the problem is and how to resolve it. If needed we may also ask for control of your computer to diagnose or fix  the issue. There is no cost for this conference. Before the conference begins we recommend that you check out ZDNet's Ten golden rules for newbies and pros, especially if you have not done this before.

With your help, will attempt to address your issue as soon as possible. However, it may be necessary to assign priorities based on our mutual schedules.

If we determine that your issue is a bug, or is a new feature that requires a change to the code, this could take additional time to find a solution. New features are generally preformed under a billed project once we agree on a scope of what is needed, and authorization is obtained. If you have any questions, please feel free to contact us.