How to Upload Files for Support Tickets

When requesting technical support, please submit the error messages and the actual job file(s) so we can test things for you. This document explains how to upload the necessary items.

ERROR MESSAGE UPLOADS

If you are seeing an error message, please create a screen shot of the actual error message and then upload that image to the support ticket.

JOB SETUP QUESTIONS OR CRASHES

If you are having trouble with a particular VDP job, we need to receive all of the files for that job in order to test on our system. To submit a job, please create a folder, and copy into that folder all of the required files, including the InDesign document, data file, fonts, and graphics. Then, create a Zip file archive of the folder, and upload that Zip file to the support ticket.

DESIGNMERGE PRO CUSTOERS - USE THE VDP PACKAGER FEATURE!

To make the submission process easier, DesignMerge Pro customers may create a VDP Package. Please see the following web page for information about how to create a VDP Package.

https://meadowsps.hesk.com/knowledgebase.php?article=265

LARGE FILE UPLOADS

Once you have a Zip file ready for upload, you may attach it directly to your support ticket. The support tickets have a 30MB file size limit, so if your Zip file is larger than that you must use the Uploads Page on our site to submit the file.

To use the uploads page, please follow these instructions:

1) Go to www.meadowsps.com/uploads

2) Click the '+' button to add the files you wish to upload

3) Enter "uploads@meadowsps.com" as the recipient email (this is the default option)

4) Include a brief message that specifies your company name so we know who is sending the files.

5) Click the Transfer button to send the files.

Our support team will review everything and reply directly to you via the support ticketing system.