Support

Did you encounter a problem when using CPN Tools or do you want to report a bug? The following Petri net specifies what and how to do. To actually execute a suggested task, you can click on the respective transition. If you prefer a textual description, please scroll past the figure.

Specification of how to get support. Bugtracker FAQ checkWebpage readBooks Mailinglist EMail

Report a bug

Please use our bugtracker.

You have a question

To ease our work and, in particular, to avoid unnecessary support requests, follow the subsequent procedure:

  1. Check our FAQ page whether your question has been answered.
  2. Search our help pages for an answer to your question. You can also use the index.
  3. Search the support mailing list archive.
  4. If the three previous steps did not succeed, e-mail our support team. Provide the following information:
  • version of CPN Tools and operating system used;
  • exact steps leading up to the problem (be very detailed and explicit, do not assume we can guess which steps you took, and do not leave things out because you do think they are irrelevant);
  • what happened and what did you expect to happen (do not forget the latter);
  • applicable models (note that the list is public, so you may want to make a small example illustrating your problem if you do not want your model to be freely downloadable to anyone); and
  • screen shots if they help.

Note that the support address is a mailing list. If you are not subscribed to the mailing list, you may not receive a response to your e-mail directly. If that is the case, support check the mailing list archive to see if your question has been answered.

We try getting back to you as soon as possible, it may take up to 5 business days or even more during busy periods or vacation (late June-August + last half of December). Resending mails is strongly discouraged unless more than 10 business days have passed outside of the vacation season.

Sending mails to individual team-members is strongly discouraged. It will not yield you priority support (quite the contrary, actually) and responses will not benefit other users. Only mail team-members directly if directly prompted to.