Pre-Support Tips

We apologize that you have encountered a problem. We assure you that our team will do everything we can to find you a speedy resolution.

There are a few things you can do to help us help you faster. It's the type of thing the support representatives will ask you when they start helping you. Follow along with this article and we guarantee a quicker resolution.

 

Is your Soda PDF up to date?

If you are using a desktop version of Soda PDF make sure you have the latest build of your Soda PDF installed. If you aren't sure that you do, there's no harm in uninstalling and reinstalling Soda PDF. Click here to find download links for each version of Soda PDF.

If you need help with uninstalling Soda PDF click here for additional instructions.

 

Opening files from emails/Online

When you install Soda PDF we install a previewer into Microsoft Outlook and your web browsers. These add-ons will allow you to open up PDFs without launching Soda PDF.

Sometimes our add-ons can create a conflict on a user’s computer. You can learn more about disabling our add-ons by clicking here.

 

Problematic files

In order for the development team to understand what went wrong, we need to try and replicate the problem on our end. The best way for us to do this is to use your files. Sending us the files that you used will exponentially make things quicker for everyone.

We guarantee the privacy of your documents and ensure you that they will only be used for testing purposes. In the event, you cannot provide a file, try to find a version of the file you can send us.

 

Your System information

If your problem persists you should generate a system information file (.NFO). This is technical information that our development team will use to find a solution faster. Follow the steps below to generate this file:

  • Hold down the "Windows Flag" key and press R at the same time.
  • Type into the box, which opens "MSINFO32" then click "OK".
  • An .NFO file will now open. Click on "File" and choose "Save".
  • Rename the file with your name and save the file.
  • Attach the file to this email when you respond to us.


Replicating the problem:
We will also need screenshots of the error message to make sure we clearly understand the problem.

 

You can contact us by clicking on Contact us on our main support page.

*You will need to enter your email address. A security code will be sent to you. Enter the code and click on Validate. You will then be able to open a request.

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