Support and Frequently Asked Questions (FAQ)

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Technical Support - General

IMG strives to release only fully tested & technically superb products. Over the years we have astounded individuals at the quality of our products & our level of support. So that we may continue focusing our resources on development, testing, and supporting our customers, we appreciate all efforts at resolving problems by reviewing the published material in the manuals, help, and notes; and referencing up-to-date information at this location on-line. Thanks for your help!

Please refer to the left column for general support issues (such as installing, licensing, etc.) and/or product specific Technical Support and Frequently Asked Questions (FAQ) with Answers.

Technical Support - Common

• Product Technical Support
• Search Technical Support Database (Knowledgebase)
• Transfer A License
• Request Technical Support / Check Status of Existing Case

Product Support - General

• Frequently Asked Questions (FAQ) - General
• IMG Frequently Asked Questions

• Typing Problems (General)
• There must be a window to type into! We have had support questions from people who do not understand the power and/or simplicity of our software.
• Verify there are not utilities or other windows that "steal" the keyboard focus. We have reported issues with certain shareware type programs and Adobe's Gamma / monitor setting software.
• You may wish to set your Windows appearance so the "Active" window is very obvious (Display settings | Appearance).
• Verify that the "Active" window is not an icon on the task bar. (You can select the window you want to type in by clicking on it)

• Check the Version & Product support for different versions of Windows
• If you've upgraded your operating system (i.e. changed the version of Windows), you may need to also upgrade your IMG software.
• For licensing issues, refer to Licensing Technical Support.

• Developer's Kit
• All issues and any support information regarding IMG's Developer's Kit is available in our Developer's Corner.

• It may not be an IMG Software Issue

We have hundreds of documented cases where the "problem" was attributable to the Display (Video) or Input (Mouse, Touchscreen, and Pen) hardware drivers. It is strongly recommended that the problem be duplicated with generic (Standard) drivers or in Windows Safe Mode before contacting IMG.

• How do I change the video driver?
• How do I start in Windows Safe Mode to test IMG software?

Technical Support Feedback

• "That was the best technical support I've received in a long time.", R.S., August 30, 2005
• "I wanted to write a quick note to thank your technical support staff for the assistance provided yesterday. I am new to the My-T-Touch software and Build-A-Board application and with [your] assistance I have been able to quickly and easily build an interface [with] Build-A-Board. ... Thank you again for making this future rollout much easier than anticipated [and] thanks to your software and your staff.", J.D., January 18, 2006
• "I wanted to thank you for all the support you provided... Everyone here is aware that there was a considerable amount of effort from IMG to support [our mutual customer]...", A.B., September 7, 2007