Contacting Support

In case you cannot find a solution to your problem from this document, you can contact the M-Files technical support at [email protected].

In addition to a verbal description of the problem, please include as much of the following information as possible to speed up the support process:

• Windows version and system type (64-bit or 32-bit).
• Complete M-Files version number (for instance, 9.0.3372.6).
• Number of affected users.
• Frequency and reproducibility of the problem/malfunction.
• Steps to reproduce the problem/malfunction.
• Application level error messages from the Windows Event Viewer.
  • Event Viewer is accessed via Control Panel > Administrative Tools > Event Viewer.
  • Include error messages for M-Files Server and M-Files Desktop separately.
• Name and complete version number of an installed antivirus software.
• Contents of a possible M-Files error message window (for instance, a screen capture including the error stack via the Details >> button).
• If a file cannot be opened via M-Files, can it be dragged to desktop and accessed on the local drive?

For Office products

• Microsoft Office version.
• The program (Word, Excel, Outlook, etc.) causing the problem/malfunction.

Status of the vault

• Is the vault Firebird or Microsoft SQL based?
• Is the file data included in the database or stored in a separate location?
• Has the vault been optimized recently?
  • Optimization procedure sets the vault to offline state.
• Has the vault been verified and repaired recently?
• If M-Files Admin is used for verifying and repairing the vault, does it report any errors?
• Has the vault been indexed lately?
• Does the M-Files installation include integrations or other add-ons (Dynamics, SharePoint, Salesforce, etc.)?
  • Provide full version information of any integrations or add-ons.