Sending Shipment Details to Support

Below are instructions on how to send your Prodoc system/shipment to us so we can investigate issues on our test systems.


First you need to have Prodoc open.  Go to File menu -> Administration Module.



This will open up a new window called Prodoc Administration.  Go to Tools menu -> Direct DB Access.


If you are sending a shipment then please follow steps 1 and 2 below.
If you are sending the system to Prodoc then please follow step 3, then step 2.

1. Selecting a shipment

From within the Direct DB access screen, simply enter the full shipment number in the box marked “Shipment Number / ID”. 
This must be the complete number with no additional spaces or characters.  You can find this in the ‘Common’ smiley face screen in Prodoc.  Press Enter to lookup the shipment.
If you have entered the shipment number correctly, you will see a line of information in the main portion of the screen, along with a series of tabs.  You can now send the shipment.

2. Sending to Prodoc

The quickest and easiest way to send to Prodoc is using the FTP facility where available. 
To find out if you can upload, click the ‘FTP Upload’ button along the bottom of the screen.
If you see the below message you’ve sent the file – all you need to do is send an e-mail to inform us that you’ve uploaded the file via FTP.
If your system does not allow for FTP transfer because of networking policies, then you can instead click on ‘Export data’.
Now navigate to a location you will be able to find later and click ‘Save’.  You do not need to name the file.  This will save the data in both .xml and .zip formats in this location.
The only thing remaining is to send the .zip version of the file to as an e-mail attachment.
You may now delete the files you exported and close Prodoc Administration.

3. Exporting the Prodoc system

Sometimes you may be asked to send the Prodoc system tables to us.  This will give us an up-to-date snapshot of your system, including all forms in their current state.  This will not send logon details, passwords, shipments, customers, etc.
From the Direct DB Access screen, click ‘Load Configuration Tables’.
You should be presented with a screen like the one below, with many rows of data and a number of tabs. You can now follow the instructions in step 2. ‘Sending to Prodoc.’ to send the system to us.
Please do not hesitate to contact me if you have any questions.