Contacting Support

See this section for information on contacting our customer support if you are unable to find the answer to your question in the FAQ section.

If you cannot find a solution to your problem in the user guide, you may want to search the M-Files knowledge base for an answer. You can also create a support ticket at M-Files Support or write to our customer support at [email protected].

When contacting support, in addition to a written description of the problem, please include as much of the following information as possible to speed up the support process:

  • your Windows version and system type (64-bit or 32-bit)
  • the complete M-Files Desktop and M-Files Server version numbers (such as 11.3.4330.130, for instructions on determining the version numbers, see Checking the Full Version Number of M-Files Desktop and M-Files Server)
  • the number of affected users
  • the frequency of the problem
  • the exact sequence of steps for reproducing the problem
  • application-level error messages in Windows Event Viewer (for instructions on retrieving M-Files errors from 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 contents of the M-Files error message dialog including a copy of the complete error stack trace, see example:
    • The error stack trace can be displayed in the error dialog by clicking the Details button. Note that the screenshot does not show the entire error stack trace and thus you should copy it as text in its entirety.
  • When did you start experiencing the issue and have you made any significant changes to your M-Files environment before the issue occurred?
  • If a file cannot be opened via M-Files, can it be dragged to desktop and accessed on the local drive?

You should also be able to describe the status of your document vault and answer the following questions:

  • Does the document vault use Firebird or Microsoft SQL Server as the database engine? If the latter is used, is Microsoft SQL Server installed on the same computer as M-Files Server, or is it installed on a separate computer?
  • Is the file data included in the database or stored in a separate location?
  • Has the document vault been optimized recently?
    • Optimization procedures take the document vault offline.
  • Has the vault been verified and repaired recently?
  • If M-Files Admin is used for verifying and repairing the document vault, does it report any errors?
  • Has the document vault been indexed lately?
  • Does the M-Files installation include integrations or other add-ons (Dynamics, SharePoint, Salesforce, and so on)?
    • Provide the full version information of any integrations or add-ons.

If your are having issues with using M-Files with Office products, provide the following additional details:

  • Microsoft Office version
  • the program (Word, Excel, Outlook, PowerPoint) causing the problem
Note: Any relevant screenshots of the situation and settings are always helpful. You may also attach to your support request any files related to your issue.