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Genline FAQ |
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How long has Genline been in business?
Genline has been
serving the packaging and diemaking
industries since 1983. |
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What benefits
do I receive if I have a SMA?
A Software Maintenance
Agreement (SMA) has many benefits. Genline
have recently updated the SMA benefits based
on the support plan. For detailed
information regarding the different support
plans, click
here |
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How do I
subscribe
to the Genline newsletter?
Click
here and enter the names and e-mail
addresses of all users wishing to receive
the free newsletter.
Alternatively, if you wish to stop receiving
the newsletter, click
here to unsubscribe. |
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How often
do you hold a
User's Conference?
Our User's Conference
is a great time to meet with our customers
to network, share ideas, train and
socialize. It is usually timed in
conjunction with a major upgrade of the
Impact CAD
software. This allows us to train on the new
features and answer advanced questions. The
Conference is normally held every 1.5 to 2
years, and the location varies. For the most
up to date information, keep posted to our
News
page. |
Impact
FAQ |
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How do I download the
latest version
of Impact?
Click here
to access all downloads |
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Where do I get the free Impact
Viewer?
Click
here to download the Impact Viewer
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Why are Impact
downloads password
protected?
Most of our downloads are password protected
as a benefit to our SMA customers. These
files are compressed in a ZIP format and are
made available for the convenience and
exclusive use of these customers. A program
is required to "Unzip" (decompress) these
files.
You can find
a trial version of WinZip on your Impact CD
or download by clicking
here.
If you do not
currently have an SMA, click
here to find
out more information. |
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I get an error
"This application has failed to start
because DK2WIN32.DLL
was not found" when starting the Impact demo
software
The file DK2WIN32.DLL is required to run the
Impact Demo software. If the installer does
not install this file, you can download it
here.
Save the
download to the following path:
C:\WINDOWS\system32
Once this file is in place. Start the Impact
demo and it should allow you to move forward
with activation.
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Solutions Center FAQ |
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What is
Solutions Center?
Solutions Center is a new online searchable
knowledge base of solutions to common
problems and questions. It also contains
many "how-to" tips, visual solutions and
useful attachments. The Solutions Center is
only available to customers holding a Gold
or Platinum support plan.
The Genline Solutions Center
requires a user name and password. The user
name and a temporary password is provided to
you by Genline support. Once you login in
the first time, you will be asked to change
your password. Genline will not know your
password, so you should keep it in a safe
place. Should you forget your password, you
can click the "forgot your password" link on
Solutions Center, and your current password
will be reset and a new temporary password
will be sent to you via e-mail. |
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What
is a visual
solution?
A visual solution
is a short movie clip that demonstrates how
to fix a problem, or answers a question.
These movies are usually attached to normal
solutions |
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What is a
suggested
solution?
A suggested
solution is a solution that is automatically
recommended based on keywords within a
support case
or search criteria. It is a tool that aids
in finding the answer to your
question/problem in the fastest possible
manner. |
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What
is Solutions
ranking?
A solution ranking
determines how relevant the solution is
based on your search criteria. This ranking
matches keywords to determine the accuracy
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What are
solution
categories?
Solution
categories are a method of organizing the
solutions based on their type. If you are
browsing for a solution on a particular
subject, such as Palettes, you may want to
start by looking in the 'Impact Palettes'
category. Categories serve as an alternative
to searching and can narrow the
possibilities. |
Case Management FAQ |
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What is a Case?
A case is simply any support issue. This
could be a problem you are having with
software or hardware, or it could be a
question regarding a configuration setting.
Answers to many cases can be found in the
Solutions Center. |
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What is a Case Number?
A case number is a unique number that is
assigned to each specific case. You should
reference this number each time you
communicate with Genline support personnel.
This number will expedite the processing of
your case |
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Can I
add new cases
online?
Yes, within the Genline Solutions Center,
choose the 'Log a Case' tab. This will allow
you to add a new support case. Fill in the
requested information as accurately and
completely as possible. Once you have a
submitted the case, a confirmation e-mail
will be sent to you with your case number
and details. |
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Can I view cases
online?
Yes, within the Genline Solutions Center,
choose the 'View Cases' tab. This allows you
to view open and closed cases. If the case
is still open, you can add additional
comments or attach files to help the Genline
support techs assist in finding the
solution. If you find the solution on your
own, you can close the case yourself. |
Self-paced Online
Training FAQ |
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What is
Self-paced Online Training?
Self-paced online training is
pre-recorded training classes, similar to
movies, that you view over the Internet.
Self-paced training offers the following
benefits:
-
Convenient 24/7 access
-
Pause/rewind features
- Cost
effective - no travel expenses
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Learn at your own
pace, quickly or take your time. Focus
on what you need - skip what you know or
don't need
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Unlimited access with a
Platinum SMA
All
documentation and exercises will be
available for download after the session. |
One-on-One Instructor
Led Training FAQ |
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How does the one-on-one training work?
The training requires a high-speed Internet connection, and a
phone for the audio. Prior to your session, you will receive an e-mail
with the details of the class. You will need to sign into the session 10
minutes before the class starts. At your scheduled time, a trainer will
call you, and the session will begin.
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With
Platinum SMA, you get one hour of one-on-one
instructor-led training four times a year.
Is this per license?
If we have 3 licenses, would our company get
4 x 3 equaling 12 one hour sessions?
This is per license,
so you would get 4 hours per license, per
year. |
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Can I break my one hour segments in to
smaller sessions?
No, each one hour segment must be taken during
a single session. Your online trainer will track the time of the
session and notify you when the time has expired |
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Do my
sessions roll
over to the next quarter/year if they
are not used?
No, sessions cannot be banked to be taken at a
later time. It is your responsibility to schedule the one-on-one
sessions in a timely manner and use them all or they will be lost. |
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How many
one-hour sessions
can I take per day?
Only one session can be taken per day, per
license |
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Does the training occur on our own computers?
The training actually occurs with
you watching a combination of PowerPoint presentations and Impact
demonstrations on the presenter's computer via your Web Browser. You can
follow along on your computer and if the presenter needs to get on your
computer to help with configuration or settings, it is possible. |
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