General Discussion > Tips & tricks

How to contact Helpdesk and important facts for managing your request

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Nilla:
Besides this forum you can create a case for PLUS+1 Helpdesk here: http://plus1helpdesk.danfoss.com/

After a case is created you'll get a web page with phone numbers to reach us, and a confirmation e-mail. You can respond to this e-mail if you need to add more information to the case.

If you are a customer of one of our distributors, please first contact your local distributor for support.

All of these contact details can always be found here: https://www.danfoss.com/en/products/dps/software/software-and-tools/plus1-software/#tab-support
"How to contact PLUS+1 Helpdesk" YouTube video: https://youtu.be/tZ_1AwYzBC4

Important information to include in your case description or have available before a phone call

* Have you tried to close your project to P1P, restart GUIDE and then open the P1P-file? This sometimes solves smaller compilation errors etc.
* A clear description of your issue;
 - What happened and in what order?
 - Preferable e.g. with screen dumps of error messages or even a movie if possible
* What version of GUIDE/Service tool are you using?
* Which HWD are you using?
* Please include your project saved to a .P1P-file. The .P1P-format is really important otherwise we are not able to open up the complete project.
* If you are connected via Service tool please right click on ECU list and choose Copy ECU list to clipboard and include it in the communication with the PLUS+1 Helpdesk.
* If your product is located on a machine you might not have easy access to, make sure you take a picture of the product including its label if possible. That could tell us a lot about the hardware.
Also important for license related questions

* What is your license id? (found in the license manager)
* Do you have the last email with a product or license key? (If yes copy and paste that into the License manager and click on the Activate/Rehost link in the Register column to the right)
* Have you searched for help in the Help instruction available in the License manager? (Found under Tools)

Best regards
Nilla
PLUS+1 Helpdesk

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