Tips for creating inquiries to ensure effective support

Inquiries received at the HULFT Square Technical Support Center are handled by our staff for prompt resolution. However, if the information in your inquiry is missing or unclear, it may take longer to resolve the issue due to the number of times the massage is exchanged for confirmation.

In this page, we provide some tips on what to tell to the support team when you make an inquiry so that you can make more effective use of our support.

Include your specific situation

When we receive an inquiry, we will ask for details regarding the following information.

• Background and history of the problem, the event (screen name, operation details, error messages, etc.), what you want to achieve.
• Details of any preliminary investigation or reproduction checks conducted by the customer.

Example

I get an error message when transferring a file, and it does not work.

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I am trying to transfer files with package version of HULFT, and I got an error "0250-0204" when sendig a file from HULFT Square.
I have checked the manual page, but cannot figure out how to resolve it.

When there are abstract expressions such as "it doesn't work" or terms with multiple possibilities such as "error", the support team may ask for more details to understand the intent of your inquiry.
Please provide specific information such as "at the time of sending" or "0250-0204," or attach a screenshot of the screen where the error is actually displayed or a log of the error output, to shorten the time it takes us to understand the details of the situation.

If you do not have the necessary information, our support team will follow up with you to ask for it.

Include what you would like to achieve

For example, if you ask about a particular configuration item, we will do our best to provide support for that item.
However, there are cases in which HULFT Square may have a method or function that is more suitable for the issue you are originally facing than utilizing the configuration item you inquired about.

In such cases, in addition to the content of your inquiry, we may be able to propose a better solution if you share with us the issues you are facing and what you would like to achieve in the end, such as the reason why trying to use that particular configuration item.

Please let the support team know the issues you are facing and what you would like to achieve in the end, so that you can make the most efficient use of HULFT Square.

Related FAQs

I would like to confirm whether HULFT Square functions and processes are in specification or not.
https://support.square.hulft.com/hc/articles/9463455589652