Get technical support

Caseware offers you a wide range of choices and access to high-quality, responsive technical support.

Before contacting Technical Support

We recommend consulting our online Help as your first resource to resolve the issue. Be sure to also check the Knowledge Base at my.caseware.com for the latest troubleshooting and technical information. See Resources, for more information.

When you contact Caseware Technical Support, you should be at your computer and have your documentation on hand. Be prepared to provide the following information:

1. Your Client Number.

2. The product version number, found by selecting the Help menu and choosing About.

3. The type of computer hardware you are using.

4. The software version number of MS-Windows.

5. The exact wording of any messages that appear on your screen.

6. A description of what happened and what you were doing when the problem occurred.

7. Check that all software updates have been applied.

8. Check to see if any other users at your firm are also experiencing the same problem.

9. A description of how you tried to solve the problem.

View active cases

To view active technical support cases:

Select Customer Support | Active Incidents

Log a support case

To log a support case:

1. Go to my.caseware.com and log in.

2. Click the Log a Case tile.

4. Contact the Technical Support team in your region by phone or by email using the contact details provided.

Access training

Select the Training tab to access self-paced training courses or onboarding materials. Some courses are paid and others are offered at no cost. Course selection and availability of materials vary according to your region:

• In North America, you have access to Caseware University - North America - Store.

• In the UK, you have access to the Learning Zone.

• In all other regions, visit caseware.com

Resources

Find answers to your questions quickly and become more proficient with Caseware Cloud by consulting the Knowledge Base. You can also view and subscribe to Cloud service updates. See the topics below.

View Knowledge Base articles

Note: Currently, our knowledge base primarily covers content relevant to the UK. We are working to expand and include more content for other regions.

To view Knowledge Base articles:

1. Select the Knowledge Base tab.

   Knowledge Base articles that are set up to be visible to all are available for all to view even if you do not log in to MyCaseware.

2. To find the articles you are looking for:

   1. Use the Search to find articles by keyword.

   2. Select one of the global filters to the right of the Search box to display articles according to the following:

      • Most Viewed

      • Date (most recent first)

      • Best Rating

   3. Select Filters on the panel to the left.

View Cloud service updates

Select the Cloud Status tab to view the latest Cloud service update by region.

To subscribe to Cloud service updates:

1. Click Subscribe to Updates.

2. Along the top, select the method by which you want to receive or view updates: