AQT Basics

Getting Help

Table of Content

Table of Content

Table of Content

Contacting Us

You can get help for issues or problems with AQT from many sources.

  • Read Getting started with AQT, which explains many of AQT's customization options, and may explain a feature that you are about to request.

  • Use the inbuilt help: F1, or the Help menu.

  • Ask other people who use AQT: visit the AQT Discussion Group located at https://groups.google.com/forum/#!forum/aqt-discussion. This group is monitored by AQT NZ developers, and you will receive support from another user, or from us.

  • Email support@querytool.com as a last resort. It is better to use the AQT Forum, because that shares knowledge. AQT NZ developers monitor the AQT Forum closely, and will respond to questions posted there.

Emailing us

If you are going to email us:

  • The subject must be a brief description of your problem/question. This makes it easy for us to identify your email as valid, and to file / process your email. About 95% of the emails to us are spam or viruses, so emails with a subject such as "Help" or "Check This Out" may be identified as spam and deleted.

  • We will try to answer your email within 24 hours. If you don't get an answer within three days, please resend your email to us and consider whether your network is blocking our reply. Also, check your junk/spam folders.

  • Emails sometimes go astray, for a variety of reasons. If you are having trouble contacting us:

    • post a message to the AQT Discussion Group (this will always get through to us).

    • we may be having trouble getting through to you because your network security is blocking our reply. Let us know of an alternate way of contacting you - such as another email address or a fax number.

Reporting a problem

If you are emailing with a problem, please let us know:

  • the version of AQT you are using

  • the type of database you are using.

  • It is very difficult for us to fix a problem unless we can reproduce it on our own systems. Please detail the steps that you followed that created the problem.

  • Often screenshots are very useful for helping us understand your problem. If sending screenshots, please use a compressed format such as *.jpg or *.png . Do not send uncompressed images.

  • We may ask you to switch on AQT Debug mode, or run an ODBC Trace. These are described in the following sections.

Our websites

Debug mode

If you have emailed a support request to us, you may be asked to switch on the Debug mode.

You do this by:

  • Options > Diagnostics check Debug Mode

  • A message box will tell you the name of the file that will be created. For example:

  • Click on Yes to clear previous messages from the file.

  • Repeat the process that caused the error message.

  • Send the Debug file to us at Support.

You can switch Debug mode on and off during an AQT session and without having to break your database connection.

ODBC trace

To help us diagnose problems that AQT may be experiencing, you may be asked to switch on a detailed ODBC trace.

You do this by:

  • Sign on to your database

  • Select Options > Diagnostics and check ODBC trace

  • Repeat the steps that reproduce the problem

  • Switch off the trace

The ODBC trace will have a significant impact on performance, so leave it switched on only for as long as you need in order to reproduce the problem.

The ODBC trace file can be very large. Please zip it before sending it to us!