Knowledgebase: Troubleshooting
How to report an issue?
Posted by Olivia Rust on 22 May 2018 13:47

Please understand that the problem-solving process is difficult and can be very time-consuming. So if you want to get faster responses, make sure to follow these guidelines on how to report an issue:

  1. If you are getting an error message, please enclose a screenshot of the error. There are many tutorials on how to take screenshots online. Errors are shown in Menu>Tools>Operations>Error.
  2. Tell us what the full release number of your installed version of eM Client is. Full release number can be found in Menu>Help>About.
  3. Try to remember and mention what changes you've recently made either in eM Client or in your system before the problems started and tell us about that.

FREE license users can submit their reports on the Community Support Forum, where you can also search for issues similar to yours and see if other users or our staff already provided a solution.

PRO license users can use our PRO Support, where a technician will be assigned to you within 48 hours (at most) and provide advice or connect to your device remotely over TeamViewer.

We'll do our best to resolve the issue as soon as possible.

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