When contacting technical support by phone or email, you should have specific information available for the Technical Support Representative. Choose your product below for a list of information to prepare:

Information for ZoomText 9.0 and ZoomText 8.x
Information for ZoomText Xtra
Information for ZoomText DOS
Information for BigShot
Information for VisAbility

Information for ZoomText 9.0 and ZoomText 8.x

By Phone
If calling, you should be at your computer. You should also have the following information ready:

1. The version and serial number of ZoomText 8.xx (both can be obtained from the ZoomText About dialog box (Help > About ZoomText...), from the label on the back of the ZoomText manual, or from the label on the installation CD sleeve.
2. A description of the problem and the steps necessary to reproduce it.
3. The brand and model of your computer and display card.

By Email
If would perfer to communicate with Tech Support via email, please do the following for a problem in ZoomText 8.xx:

1. Locate the Ai2Install.log file - located in the Windows folder (or WinNT folder).
2. Email this file, along with a description of the problem to support@aisquared.com. We make every effort to reply to your email within two business days.

Information for ZoomText Xtra (version 6 or 7)

By phone
If calling, you should be at your computer and have your product documentation available. You should also have the following information ready:

1. The 3 digit version and serial number of ZoomText Xtra (both can be obtained from the ZoomText Help > About ZoomText dialog box or from the label on the installation CD sleeve).
2. A description of the problem and the steps necessary to reproduce it.
3. The brand and model of your computer and display card.

By Email
If you would rather communicate with Tech Support via email, please do the following for a problem in ZoomText Xtra (version 6 or 7):

1. Click the Start button.
2. Choose Programs.
3. Choose ZoomText Xtra Level x.
4. Choose Video Info Utility.
5. Click OK to clear the video information from the screen.
6. A file called VideoInfo.txt was written to the Windows (or Winnt) folder at step 4.
7. Send VideoInfo.txt as an attachment to an email.
8. There is another file in the Windows (or Winnt) folder that was written when ZoomText was installed, it is called Ai2Install.log.
9. Send that file as an attachment as well.
10. Attach both files to an email addressed to support@aisquared.com. We make every effort to reply to support emails within two business days.

Information for ZoomText for DOS

By Phone or Email
When calling, you should be at your computer and have your product documentation handy in addition to the list below. When emailing, send the information below to support@aisquared.com.

1. Version and serial number of ZoomText for DOS.
2. Brand and model of your computer.
3. Any ERROR or WARNING messages encountered while installing or running ZoomText.
4. The sequence of events that lead to the problem.

Information for BigShot

By Phone
If calling, you should be at your computer and have your product documentation available. You should also have the following information ready:

1. Version and serial number of BigShot.
2. A description of the problem and the steps necessary to reproduce it.
3. The brand and model of your computer and display card.
4. The name of your display driver, as shown in the Display Properties dialog (including file name and date).

By Email
If you would rather communicate with Tech Support via email, please do the following for a problem in BigShot:

1. Click the Start button.
2. Choose Programs.
3. Choose BigShot 2.1.
4. Choose Video Info Utility.
5. Click OK to clear the video information from the screen.
6. A file called VideoInfo.txt was written to the Windows (or Winnt) folder at step 4.
7. Send VideoInfo.txt as an attachment to an email.
8. There is another file in the Windows (or Winnt) folder that was written when ZoomText was installed, it is called Ai2Install.log.
9. Send that file as an attachment as well.
10. Attach both files to an email addressed to support@aisquared.com. We make every effort to reply to support emails within two business days.

Information for VisAbility

By Phone or Email
When calling, you should be at your computer and have your product documentation handy in addition to the list below. When emailing, send the information below to support@aisquared.com.

1. Version and serial number of VisAbility.
2. Brand and model of your computer and scanner.
3. Any ERROR or WARNING messages encountered while installing or running VisAbility.
4. The sequence of events that lead to the problem.