PSIGEN Support Hours and Contact Information

PSIGEN resellers are the primary avenue for the first line of support on our capture, scanning and document management products. Should you have any additional questions or cannot reach your reseller, you may contact us at:

Email: support@psigen.com

Phone: 949.916.7700

Between the hours of 7:30am and 5:00pm PDT, Monday – Friday (except holidays)

The following information is needed for the Support Staff to expedite resolving your issue:

1. Your contact: your name, company name, phone number, and email address
2. Your reseller: company name and contact info
3. What Operating System are you using?
4. What version of the software are you currently using? To find: If the application is running, go to Help, About (bottom right-hand corner). If the application is not running, go to C:\Program Files\PSIGEN\Capture, right mouse click on PSICapture.exe and select Properties, Details.
5. Issue details: Please provide a detailed description of the steps taken leading up to the issue
6. Provide us with a screenshot of the error (optional)
7. If the error message has a "Details" button, copy and paste the contents of the error window into a new text document and include that document with your submission.
8. Provide us with the appropriate log file(s) necessary to get error messages and ascertain the problem. If you are not sure which log files relate to your specific issue, please include the entire set. See Log File Locations below.
   1. Platform Services
      1. From Capture Server
      2. From Network Station
   2. PSI:Capture
      1. From Capture Server
      2. From Network Station
   3. Migration
      1. From Capture Server
      2. From Network Station
   4. OCR
      1. From Capture Server
      2. From Network Station
   5. License Server

Log File Locations: 

• In the Application, go to Help on the menu line and select View Logs
• From Window Explorer with Vista or Windows 7, go to:
  • C:\ProgramData\PSIGEN\Capture\Logs\ (for the Migrations, OCR, and PSICapture files)
  • C:\ProgramData\PSIGEN\License Server\Logs\ (for the License Server files)
  • C:\ProgramData\PSIGEN\Platform.Services\Logs\ (for the Platform Services files)
• From all other Operating Systems:
  • C:\Documents and Settings\All Users\Application Data\PSIGEN\Capture\Logs\ (for the Migrations, OCR, and PSI:Capture files)
  • C:\Documents and Settings\All Users\Application Data\PSIGEN\License Server\Logs\ (for the License Server files)
  • C:\Documents and Settings\All Users\Application Data\PSIGEN\Platform.Services\Logs\ (for the Platform Services files)

Should we determine additional testing is required, a support representative will follow up with you to request Document Types, sample images and any other information relevant to the problem at hand.

Thank you in advance for your cooperation in helping us serve you better!