RecAPI
Obtaining Technical Support

Technical Support for Nuance OmniPage Capture SDK can be obtained in a variety of ways.

For free online support please visit the Nuance web site (http://www.nuance.com) and on the home page find the Nuance Imaging Solutions section to navigate to the OmniPage Capture SDK home page. Included in the menu here are Frequently Asked Questions (FAQs) and various kinds of online support information such as Licensing Issues Summary or User's Guides of the latest version. From the Support page you will also find a link to the Developer Community web-site (http://developer.nuance.com).

To log into this site you need a valid Maintenance & Support Agreement or an Evaluation Agreement. To gain this access please contact your regional sales representative.

After logging into the site you can check if you have any valid contracts. Create a New Incident for the problem you want to report using Capture Development System for Product Family. At that time you will be asked for information such as:

  1. The name, version and type of your Capture SDK (e.g. Capture SDK 20),
  2. Type of licensing (should be OEM-license file),
  3. The License Key (Serial number) of your Capture SDK,
  4. The operating system (e.g. Red Hat Enterprise Linux 5, or Mac OS X 10.5),
  5. The type of integration (should be "RecAPI"),
  6. The development tool used (e.g. gcc 4.1.2),
  7. A detailed description of the problem.

Please also specify whether you experience the problem:

  • only on a developer machine, only on a test runtime machine, or on both,
  • only in the DEBUG configuration, only in the RELEASE configuration, or in both.

In addition to item #1, specify whether you are using a Service Release (for this, see the README file of your Capture SDK installation) or have applied a patch to your file-set. In this latter case please attach the accompanying information of the applied patch as well.

You may attach files to each incident (up to 5 MB in size for each attachment) to help support troubleshoot your issue. These attachments should generally consist of:

  1. One or more image file(s) on which the problem occurred, and/or any other Engine related files (e.g. SETTINGS file, ZONE file, etc.),
  2. A simplified project that reproduces the problem you are experiencing. This should include source code that can be compiled and linked by the support engineer. In the case of C/C++ development, console application projects are preferred.

In the case of licensing problems please send us the following:

  • your OEM License files issued by Nuance,
  • your OEM Code files issued by Nuance.