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?

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 Logs, SSL Certificates, How 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?

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 macOS, Screen Recording on macOs, SSL Certificates, How 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:

• empower® sync (e.g. sync issues in general, missing data, deleted data yet displayed)
• Delete empower® sync token from credential manager (e.g. authentication or permission issues)
• Check your User with the Backend (advanced information on authentication or permission issues)
• SSL Certificates (e.g. SSL issues, an installed certificate is obligatory)
• empower Removal Tool (e.g. in case of install issue)
• empower® suite Setup (how to grab Install Logs, e.g. needed in case of install issue, alternatively send Windows Event Logs)
  
  In case you need further assistance with your issue, contact the empower® support.
  Please always create a new support case with the help of the above mentioned support process.