View support/contact information

You can open the support portal, view important support information, and get contact details from the Help tab on the ribbon. This is useful if you need additional help and support.

To open the support portal:

On the Help tab, click the Online Support icon. The customer support portal will open in your default browser.

To view contact details:

On the Help tab, click the Contact Us icon. The Contact Us dialog box opens. The following information is available:

Telephone. Shows the support phone number (03300 602102).
Fax. Shows the support fax number (01476 581728).
Web. Provides a link to the OneAdvanced website (www.oneadvanced.com).
GDPR. View the Advanced privacy policy in relation to GDPR.
Log a call with the helpdesk. Allows you to log a call directly with the support team. This link is only available if you have a portal ID set in System Parameters. When you click it, a form is displayed ready for completion and submitting to support. See Logging a support call. If not enabled, then you will see "Support portal integration is not available" as in the screen shot above.
Error messages. Should an exception error display while you are using ALB, click Link To Support Portal to copy the full error message to the call details. You will need to have access to the support portal.

Note You can also log a call through the support portal by clicking the Online Support button on the Help tab. This requires portal login details.

To view system information:

On the Help tab, click the System Info. icon. The System Information dialog box opens. The following information is available:

File Version. Shows the file version, which you may be asked for by the support team to assist in resolving any issues you have.
Database Version. Shows the database version, which you may be asked for by the support team to assist in resolving any issues you have.
Remote Assistance. Provides a link to a remote access session. This enables the ALB support team to view and, if necessary, take over your screen to help with any issues. Only use this link when advised by the ALB support team and follow their instructions.