SUPPORT
Support
Support is available to all customers under a current warranty or maintenance agreement. Please click on Contact us to lodge a support request.
Service Pack |
Details |
| RecFind 6 v3.0 + RF7 Web Client | Release Date: January 2024 Available to customers with a current ASU agreement only. Please Request 3.0 Service Pack. |
| RecFind 6 v2.11 | Release Date: June 2021 Available to customers with a current ASU agreement only. Please Request 2.11 Service Pack. |
| RecFind 6 v2.10.1 Web Client & Mini-API component only |
Release Date: February 2020 Available to customers with a current ASU agreement only. Please Request 2.10.1 Web Client Service Pack. |
| RecFind 6 v2.10 | Release Date: August 2019 Includes Web Client & Mini-API v2.10.1 (Released February 2020) Available to customers with a current ASU agreement only. Please Request 2.10 Service Pack. |
| RecFind 6 v2.9 | Release Date: June 2017 Available to customers with a current ASU agreement only. Please Request 2.9 Service Pack. |
| RecFind 6 v2.8 | Release Date: November 2016 Available to customers with a current ASU agreement only. Please Request 2.8 Service Pack |
| RecFind 6 v2.7.1 GEM component only |
Release Date: February 2016 Available to customers with a current ASU agreement only. Please contact help desk to obtain update. |
| RecFind 6 v2.7 | Release Date: September 2015 Available to customers with a current ASU agreement only. Please Request 2.7 Service Pack. |
| RecFind 6 v2.6.1 Web Client & Mini-API component only |
Release Date: March 2015 Available to customers with a current ASU agreement only. Please contact help desk to obtain update. |
| RecFind 6 v2.6 |
Release Date: April 2014 Available to customers with a current ASU agreement only. Please Request 2.6 Service Pack. |
| RecFind 6 v2.5 |
Release Date: November 2012 < Show Download List |
| RecFind 6 v2.4.1 Web Client & Mini-API component only |
Release Date: January 2012 < Show Download List For customers with RecFind 6 v2.4. |
| RecFind 6 v2.0, Service Pack 4 (upgrades your version to v2.4) |
Release Date: August 2011 Not available to download, shipped to all customers on CD-ROM. If you have a current ASU and have not received the software, please request the RecFind 6 v2.4 CD-ROM. |
| RecFind 6 v2.0, Service Pack 3 |
No longer available. All changes are now included in the RecFind 6 v2.0, Service Pack 4 update. |
| RecFind 6 v2.0, Service Pack 2 |
No longer available. All changes are now included in the RecFind 6 v2.0, Service Pack 3 update. |
| RecFind 6 v2.0, Service Pack 1 |
No longer available. All changes are now included in the RecFind 6 v2.0, Service Pack 3 update. |
Live Online Support
How it works
It is often advisable to have a Knowledgeone Support Specialist connect to your desktop to better analyse an issue and then decide on the most appropriate action.
To do this, we use the Microsoft product Teams as it allows us (with your permission) to take over control of your desktop.
Using this service, Knowledgeone Corporation technical support staff are able to see the problem you are experiencing via a standard internet connection.
The screen-sharing lets both you and the Knowledgeone Corporation Technical Support Specialist communicate by voice, see your computer screen, share your mouse and keyboard and of course, see each other.
Frequently asked questions
Q: How does this service work?
At any time during a session, you can retake control of your computer. In other words, you can have our support representative solve a problem for you while you watch, or you can have the support representative tell you what to do step-by-step. You will be in charge at all times.
Q: Can a support representative look through files on my computer without my knowledge?
A: Absolutely not. With the screen-sharing feature, your representative sees only what you see and whatever you decide to show him/her on your screen. It is a screen sharing facility – you can see everything we do!
Q: Is it true that my support representative can see everything on my screen?
A: Yes. But before your support representative views your screen, he or she will first ask your permission and request that you close all documents containing private information.
A Knowledgeone Support Specialist can tell you what to do and watch each step as you do it, or he or she can do it for you (by using your mouse and keyboard remotely) while you watch and learn. It’s like having your own personal support representative sitting right next to you.
That is the essence of Live Support, it is the same as having a Support Specialist sitting next to and helping you to identify and resolve an issue.
Questions?
We are happy to discuss any questions you may have.