If you need support with one of our software titles, please follow these steps:
Please run Sensory Update from the Start Menu. This will get the latest version of the software from the internet.
Very often, we will already have been notified of the problem and will have issued an update to fix it. As an added bonus, Sensory Update also gets you the latest new features!
We have a companion website with answers to common problems at http://answers.sensorysoftware.com. Take a look and search the site to see if other people have been asking the same question.
If you still have a problem, please contact us (or your local reseller if you are not in the UK).
Please note: it is really helpful if you can be at your computer and be able to reproduce the problem.
We have a couple of tools that we often use to troubleshoot problems, and we may ask you to use them:
Sensory Diagnostics is used to collect extra information about the program you are having problems with. If you run Sensory Diagnostics before starting another Sensory Software program, that program will save lots of information that is useful for locating the problem. More information about using Sensory Diagnostics can be found in this article.
Sensory Support is a tool that allows us to see your screen over the internet, and control your keyboard and mouse. We use this to allow you to show us what your problem is. With recent editions of our software, you can find Sensory Support on the start menu. If you have older software, Sensory Support may not be included in which case you should download it from the link below: