Contact Support

  1. TatukGIS provides technical support only by e-mail, via the support@tatukgis.com e-mail address.
  2. The Question & Answer section (Q&A) is for general (how-to) questions about the software and all users are welcome to contribute. Technical support questions should be asked by email, addressed to the TatukGIS support email address.
  3. Contact TatukGIS support only using the e-mail address of the user log-in account to which the license of the TatukGIS product is registered in the TatukGIS system. Emails received from unrecognized e-mail addresses are subject to confusion and will not be processed on a priority basis.
  4. Upon contacting support, please provide detailed information:
    • issues related to application products, such as the TatukGIS Editor/Viewer:
      1. name of the TatukGIS application and version number
      2. operating system name and version, and whether 32-bit or 64-bit
      3. sample data if applicable, to enable TatukGIS to replicate the reported problem
    • issues related to a development product, such as the TatukGIS Developer Kernel:
      1. name of TatukGIS product, including edition and version number
      2. technology being used (VCL, FMX, ActiveX, .NET, Compact Framework, etc.)
      3. programing language being used (C#, Pascal, VB.NET, etc.)
      4. IDE version (VS2013, VS2017, RAD Studio 10.2, etc.)
      5. operating system name and version, and whether 32-bit or 64-bit
      6. sample data if applicable, to enable TatukGIS to replicate the reported problem
  5. The support@tatukgis.com e-mail address accepts emails with a size limit of 20MB. For larger files, please send the file using TatukGIS Upload.
  6. Please take into consideration the time difference between your location and TatukGIS:

    cet to gmt

Remote Support

In special cases (and only when schedule in advance) TatukGIS provides remote support sessions. Once a remote support session has been scheduled with TatukGIS, do the following:
  1. Download: TatukGIS_RemoteSupport.exe (or TatukGIS_RemoteSupport.zip for MacOS)
  2. Run it (and keep running, no installation is required)
  3. Send the ID/Password to support@tatukgis.com
  4. After closing remote support, the application connection will be permanently terminated. Each session requires a unique ID/Password. We use http://www.teamviewer.com technology - please refer to this web site for any security considerations. To avoid version conflicts, always use the version downloaded from the TatukGIS web site in step 1.

Problem Sending E-mail to Support

In the rare event of a problem contacting TatukGIS support by e-mail (your e-mail is rejected or does not pass the spam filter), use the Send e-mail form to report the e-mail communication problem. Do not use this form to request product technical support or sales assistance.

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