Contacting Support

See this section for information on how to contact our customer support if you cannot find the answer to your question in the FAQ section.

If you cannot find a solution to your problem in the user guide, refer to M-Files Customer Support Portal or the M-Files knowledge base. You can also log in to M-Files Customer Support Portal to create a support ticket.

If phone support is included in your subscription, you can also call our customer support. See the phone numbers at https://www.m-files.com/about/contact/.

For information about our support scope, service availability, response times, and priority levels, refer to https://www.m-files.com/product-support-policy.

Information to include

When you create a support ticket, please include this information as applicable:

  • A description of the problem
  • The exact sequence of the steps that causes the problem
  • Your Windows version
  • The complete M-Files Desktop and M-Files Server version numbers. For example, 11.3.4330.130 (see Checking the Full Version Number of M-Files Desktop and M-Files Server)
  • The number of affected users
  • The frequency of the problem
  • Application-level error messages in Windows Event Viewer (see Saving a Copy of M-Files Errors in the Windows Application Event Log)
  • The name and complete version number of the installed antivirus software
  • The content of the M-Files error message dialog with a copy of the error stack trace. For example:
  • Information about when the problem started and about any significant changes to your M-Files environment before that
  • Screenshots and other relevant files of the situation and settings

If you have issues with M-Files features in Microsoft Office products, include also this information:

  • Your Microsoft Office version
  • The program that causes the problem
Tip: If you cannot open a file with M-Files, can you copy it to your desktop and open it locally? This can also be useful information.

Additional information and questions

Prepare to tell about the status of the vault and to answer these questions:

  • Does the vault use Firebird or Microsoft SQL Server as the database engine?
    • If you use Microsoft SQL Server, is it installed on the same computer with M-Files Server or on a separate computer?
  • Is the file data included in the database or stored in a separate location?
  • Has the vault been optimized recently?
  • Has the vault been verified and repaired recently?
  • If M-Files Admin is used for verify and repair, does the process report errors?
  • Has the vault been indexed recently?
  • Does the M-Files installation include integrations or other add-ins? What are their versions?