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MechWorks Technical Support
First level technical support for MechWorks products is provided through our VAR's (Value-Added Resellers).
Issues are assigned a Case Number.
MechWorks Lifecycle Support
| Product | Version | Supported CAD/Application | Mainstream1 | Extended2 | Supported OS | Supported DB |
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| DBWorks2007 | sp0.0 | SolidWorks 2006, 2007 |  | | WindowsXPsp2
Windows2003server | MSAccess5
SQLServer20005
SQLServer2005express
SQLServer2005
Oracle10 (or better)5 |
| sp1.0 | SolidWorks 2006, 2007 | | | WindowsXPsp2(x86)
Windows2003server
WindowsVista(x86/x64)4 |
| sp2.0 | SolidWorksX86 2006, 2007, 2008
SolidWorksX64 2007, 20084 | | | WindowsXPsp2(x86/x64)
Windows2003server
WindowsVista(x86/x64)4 |
| DBInventor2007 | sp0.0 | Inventor 11 | | | WindowsXPsp2
Windows2003server |
| sp1.4 | Inventor 11, 2008 | | | WindowsXPsp2
Windows2003server |
| Mechworks Standalone Client2007 | sp0.0 | Autocad 2004, 2005, 2006, 2007
M10 11, 12
Word/Excel 2000, XP, 2003
MSOffice 2007 XML doc format is not supported yet3 | | | WindowsXPsp2
Windows2003server |
| sp1.0 | | | WindowsXPsp2(x86)
Windows2003server
WindowsVista(x86/x64)4 |
| sp2.0 | | | WindowsXPsp2(x86/x64)
Windows2003server
WindowsVista(x86/x64)4 |
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| DBWorks2006 | sp4.5 | SolidWorks 2005, 2006, 2007 | | | WindowsXPsp2
Windows 2000 sp4.1
Windows2003server | MSAccess5
MSDE5
SQLServer20005
SQLServerExpress2005
SQLServer 2005
Oracle(>8)
MySQL(No mainstream support) |
| DBInventor2006 | sp4.5 | Inventor 10, 11 | | |
| Mechworks Standalone Client2006 | sp4.5 | Autocad 2000, 2004, 2005, 2006
M10 11, 12
Word/Excel 2000, XP, 2003 | | |
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| WebClient2007 Server | beta | DBWorks/DBInventor with Standalone Client on the Web Server | | | Windows2003server | SQLServer Express 2005
SQLServer 2005 |
| WebClient2007 Client | Internet Explorer 6/7 | | | WindowsXPsp2 | DB connection not required |
1Mainstream support, with a current subscription service maintenance plan, includes access to technical support, resources within the MechWorks support site, and service pack updates to issues.
2Extended support, with a current subscription service maintenance plan, includes access to technical support, and resources within the MechWorks support site.No further service packs will be made available for this release.
3The new formats DOCx, XLSx, PPTx, etc. are not supported yet because of the temporary inability to write such documents' Custom Properties.
4Still under testing phase (no full support granted).
5Limited functionalities (e.g. Briefcase requires SQLServer, Remote Access requires SQLServer2005)
How to submit an issue to Support
When contacting your VAR, the technical support engineer will need to know:
- Company and contact (phone and e-mail) information
- The subject of the email must contain (before the real subject) the company name in CAPITAL letters and between square brackets [ ]; some examples:
[MECHWORKS] Question on Save procedure
[IPS] cannot load DBWorks addin
[DDG] help about installing
...
- If a case has already been submitted to mechworks support, please quote in the email subject also the case number to enqueue the email to the correct thread rather than open a new case, examples:
(case 9999) [MECHWORKS] Question on Save procedure
Re: (case 8888) [IPS] cannot load DBWorks addin
Fw: (case 7777) [DDG] help about installing
...
- MechWorks product build data:
- serial number (a 10 digits serial)
- service pack or build number
An easy way to provide this data is to send us a screen-capture of the About window
which can be retrieved from the DBWorks/DBInventor® About... menu selection 
- An accurate and detailed description of the question or issue.
When possible, send screen-captures and detailed comments.
Microsoft Paint can be used to capture and annotate an image. Use Alt-Print Screen and paste the results into a paint program.
The preferred image formats are GIF and JPEG.
- A zipped Log file (see below how to generate it).
In addition, the support engineer may need:
- The data files that are causing the problems.
Remember, related parts are also required when sending a drawing or an assembly
These files must be zipped.
- Hardware information (i.e. network type, etc.).
How to create a LOG file
Starting from DBWorks/DBInventor 2006, an utility has been added to simplify the enabling of logging:
- Select DBWorks/DBInventor menu ® Utility ® Activate_debug_Logging (see how).
- if a message dialog prompts you for DEFAULT or ADVANCED logging, select ADVANCED.
- A notification dialog informs you to exit and re-execute SolidWorks/Inventor for starting the logging process.
 Only perform necessary actions to reproduce and monitor the behavior (exclude all unecessary actions/data).- After reproducing the behavior, use the DBWorks/DBInventor menu ® Utility ® Activate_debug_Logging to disable the logging procedure.
- Locate and send us the LOG file which will be located within the %TEMP% folder. Example format: DBWORKS_<DATE>_<TIME>.LOG (e.g. DBWORKS_20060330_165303.LOG).
Manual procedure to enable logging:
- Create in the installation folder a file named DBWAPPH.PAR
- write this inside that file to enable
TRACE_SQL 1
TRACE_FUNCTIONS 1
TRACE_API 1
TRACE_LOW_LEVEL_FUNCTIONS 1
TRACE_EXCEPTIONS 1
TRACE_PROJECTS 1
TRACE_BACKGROUND_FUNCTIONS 1
TRACE_CUSTOM_PROPERTIES 1
- Close and reopen CAD application
- Only perform necessary actions to reproduce and monitor the behavior (exclude all unecessary actions/data).
- Locate and send us the LOG file which will be located within the %TEMP% folder. Example format: DBWORKS_<DATE>_<TIME>.LOG (e.g. DBWORKS_20060330_165303.LOG).
- After reproducing the behavior, exit the CAD application and remove or rename the previously created file DBWAPPH.PAR
 Corretto formato delle email indirizzate al Supporto Tecnico
Quando contattate via email il vostro rivenditore o il supporto Mechworks, e' necessario che forniate alcune importanti informazioni:
- Nome della ditta per cui si richiede il support (telefono ed indirizzo email, se non gia' specificato nella mail)
- L'oggetto della mail deve contenere (prima dell'argomento della richiesta) il nome della ditta in MAIUSCOLO e tra parentesi quadre [ ]; esempi:
[MECHWORKS] Problemi al salvataggio
[NUOVAMACUT] Non riesco a caricare l'addin di DBWorks in SW2008
[SOLIDWORLD] aiuto per l'installazione di DBWorks
...
- Se e' gia' stata inoltrata precedentemente una segnalazione riguardante lo stesso argomento, citare il numero del case tra parentesi tonde prima del nome della ditta, per evitare di aprire un nuovo caso se non necessario. esempi:
(case 9999) [MECHWORKS] Problemi al salvataggio
Re: (case 8888) [NUOVAMACUT] Non riesco a caricare l'addin di DBWorks in SW2008
Fw: (case 7777) [SOLIDWORLD] aiuto per l'installazione di DBWorks
...
- I dati sulla build del prodotto MechWorks:
- numero seriale (10 cifre)
- service pack o numero di build
Questi dati sono gia' inclusi nel file di log, oppure per fornirci queste informazioni potete spedirci una schermata del dialogo Informazioni su DBWorks
- Una descrizione dettagliata del problema/richiesta per cui viene spedita l'email.
Quando possibile, spedite schermate commentate del problema/richiesta.
Usate Alt-Stamp (Alt-Print Screen) per catturare l'immagine dello schermo e incollate in un programma che supporta clipboard grafici tipo Microsoft Paint.
I formati preferiti sono GIF and JPEG, piuttosto che BMP o documenti MSWord.
- Un file di log zippato (vedere qui come crearlo).
In aggiunta, su richiesta del Team di supporto, potrebbe essere necessario spedire:
- I componenti che causano il problema.
Tenente presente che in casi si spedisca un assieme o un disegno sono necessari anche i componenti
A seconda dei casi il Team di Supporto vi dara' indicazioni su come farci pervenire i file.
- Informazioni sull'hardware che non sono gia' incluse nel file di log (es.i tipo di rete, etc.).
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