Get help

Help for Readings Manager is given by XTREME SOFTWARE SOLUTIONS (XSSIT) through support tickets on xssit.com. A ticket is a written request: you describe the problem, XSSIT answers on the same page, and you get an email when they reply.

Before you start

• Look at Troubleshooting: many problems have a quick fix there.

• Ask your supervisor. They may know the answer, and they know which xssit.com account the utility uses. You need to sign in with that account to open a ticket.

Open a support ticket

For questions, licence matters, or anything that is not working as you expect.

1. In Readings Manager click Help (the i at the top right), then Open a support ticket. Or go to xssit.com/account/support/new.

2. If the site asks, sign in with the utility's xssit.com account.

3. Fill in the Subject: one short line, for example Post online fails with RM-2003.

4. Choose the Department (for example Technical support), or leave Not sure.

5. Describe the problem (see What to include below) and attach files if they help.

6. Send the ticket. You will get an email when XSSIT answers. All your tickets are under Support in your xssit.com account.

Report a bug

A bug is when the app does something wrong: a wrong number, a button that does nothing, a screen that looks broken, or an RM-9001 message.

1. In Readings Manager click Help, then Report a bug.

2. Sign in if asked. Product is already set to Readings Manager (if not, choose it).

3. Say what you did, step by step, what you expected, and what happened instead.

4. Attach a screenshot and the log file (see below), then send it.

What to include

• The code and text of the message, for example RM-2004 Could not reach ....

• What you were doing when it happened, step by step.

• The version of the app: Settings > About (for example 2.0.0).

• A screenshot: press the Windows key + Shift + S, drag over the window, then paste it (Ctrl+V) in the ticket, or save it and attach it.

• The log file: Settings > About > Open the data folder, open the logs folder and attach readings.log.

Important: Never put the licence key, the upload key or any password in a ticket. The log file never contains them, so it is safe to attach. Do not attach readings files with customer data unless XSSIT asks for one.