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Support Process at empower

When to report a bug to the empower® support?

Please ensure that you get in touch with the empower® support after the following troubleshooting steps have been tried and tested:

  • Sync reset (Windows macOS) // empower token reset (Windows macOS)
  • Reinstallation of the PowerPoint Add-In (macOS) // Reinstallation of the Windows/ macOS client (Windows macOS Removal Tool for Windows) // Uninstalling empower® slides for macOS (macOS)
  • Activation of Rosetta (macOS)

    Whenever your First-Level support needs assistance in solving a current IT-related issue, they can get in touch with the empower® support. The empower® support should always be the second point of contact. Some example scenarios:

     
  • An installation of empower® on a new device is not working
  •  The empower® sync is not working properly
  • The empower® users encounter connection issues with the server

    Whenever your empower® Administrators and/or Key Users need assistance in solving a current product-related issue, they can get in touch with the empower® support. The empower® support
    should always be the second point of contact. Some example scenarios:

     
  • The Layout Tools are not working
  • No elements can be inserted from the empower® library

    For specific questions on how to use the empower® products, please get in touch with your Onboarding & Professional Services Specialist or Customer Success Manager.

 

How to report a bug to the empower® support?

support process windows.png

Right-click on the image. Open the image in a new tab to see it in the original quality.

Articles that are used in the screenshot (listed from left to right):

Trace LogsSSL CertificatesHow do I get the empower® backend/client version?How do I get my current versions Office and Windows, running on my PC?

Another helpful article about logs: What does our Information Collector tool do?

support process mac.png

Right-click on the image. Open the image in a new tab to see it in the original quality.

Articles that are used in the screenshot (listed from left to right):

empower® logs on macOSScreen Recording on macOsSSL CertificatesHow do I get the empower client/sync/backend version?How do I know my macOs, Office and empower® for mac version?

 

First support

Please find some useful Help Center Articles for the most frequent issues that might occur as follows:

 


 

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