Support
Professional Version
Professional users
are entitled to full Email and Online support (M to F : 9.30-5pm).
Each Professional license comes with 5 free support tickets/incidents. Additional
tickets can be purchased if necessary.
All support inquiries should be sent to support@mxuptime.com. Please include your :
1.
MxScan Version
2.
MailEnable version
3.
OrderID & Registered email address
4.
Operating environment (OS type, Disk
Capacity, Ram, CPU).
5.
Your control Panel type (i.e Plesk,etc)
6.
Together with your detailed inquiry/issue
We will do our best to resolve all issues pertaining to MxScan. If the issue cannot
be resolved via email we may also request that you provide us with temporary RDC
access. Please allow
up to 2 business days for all replies (normally faster).
However, if the issue is something outside of MxScan you are encouraged to contact
the developer/publisher or your systems administrator directly. Below are some of
the issues we will be
unable to assist you with and we will have
to refer you elsewhere :
- Support for MxUptime products and /or versions that have expired or which is no
longer under active Software Maintainance.
- General Networking problems
- DNS issues, configuration and setup
- Diagnosis or support of third party products (e.g. operating systems and network
software).
- General issues regarding your Email software (i.e MailEnable usage/configuration
questions which should be directed to MailEnable's paid support)
Freeware Version
Please take note that there is
no official support for the Freeware
Lite
Versions of our software at this point of time. The Freeware Lite version is provided on a as-is basis. However users of the Freeware version have the option of purchasing
support incident/tickets if necessary.
Bug Reporting
All bug reports for any version of MxScan can be sent to info@mxuptime.com
What to do in case of an emergency?
In the event you are encountering difficulties or if you believe MxScan is
causing issues with your regular email delivery :
1. Just disable the MTA Event in the MailEnable MMC.
2. Stop the MxScanEngine service. All of the incoming emails will now be automatically
processed by MailEnable.
3. If there are emails stucked in the queue (mxscan_hold1), just run the C:\Program
Files\MxUptime\MxScanME\misc\ReleaseMail_ME.exe command line application to release
all the emails in the MxScan processing queue.
4. Then contact us using the instructions above.
Additional Documentation
For additional documentation regarding MxScan please take a look
at the enclosed ReadMe file which is included with your default installation.
MxScan also has in built-in help feature which is represented by a help Icon by
the side of all the main Modules/Features in the MxScanConfig application manager.
You can click this icon
for further information.