ProForm 2.5 User Manual download pdf (Page 16)

Mooj Proforms’ User Manual

–

Dipl.

Informatiker (FH) Fahrettin Kutyol

–

Updated

24.09.2012

Page

149

1.4.2.

The Helpdesk

The helpdesk is the central element of service. The helpdesk is a web site (portal) which

can only be accessed via the admin area of Proforms Advance. Proforms Basic does not

support helpdesk access. Regarding Proforms’ technical requirements; the helpdesk can

only be accessed if the Joomla® system, on which Proforms is installed, is publicly

accessible. This means the site may not on a local environment which is not accessible via

internet. This also means that the maintenance mode may not be turned on or the whole

site is protected by an .htaccsess password!

Why is it necessary that the site is publicly accessible via internet?

We need to check if the Proforms installation, which is connecting to the helpdesk, is really

located on the registered domain. We do this by corresponding with Proforms on the site.

If Proforms is behind a “firewall” it is not possible to verify and you will get no access.

What can I do on the helpdesk?

• You can request tech support via the support ticket form.

• You can always download the latest twin-installer-package (new install and

upgrade)

• You can download available plug-ins, modules, language files and patches

• You can download the ‘standard apps‘ (If you own a 180 or 365 days service

package)

• You can download ‘additional apps’ (If you own a 365 days service package)

• You can read the online manuals (which is more up to date)

If you have problems connecting to the helpdesk, what to do?

Please read the following chapter “Troubleshooting – Helpdesk access” first.

If you still have problems please contact us via:

http://www.mooj.org/en/component/proforms/contact.html

• Select for “Subject”: “Problems accessing the helpdesk”.

• Select for “Concerned product”: “Proforms Advance”.

• A new field appears with “Order number”. Enter your order number there (not the

invoice number which starts with ‘M4S-‘).

• Describe your issue in “Your inquiry” and submit.

We will assist you setting up the helpdesk access if your system meets the technical

requirements.

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ProForm 2.5 User Manual Page 16