Support Requested Information

When contacting BridgeWorks Support, provide as much information as possible about the issue you are experiencing. Providing the information below can help the Support team reproduce, identify, and troubleshoot the issue more efficiently.

BridgeWorks Support is available Monday through Friday, 8:00 AM to 5:00 PM Central Time.

Support Email: Support@bridgeworksllc.com

1. Include the VDM logs

Attach the log files that cover the timeframe when the issue occurred.

If possible, reproduce the issue before collecting the logs so the applicable activity is captured.

In most cases, providing the most recent 1–3 log files is recommended.

For instructions on locating VDM logs, see How to Check VDM Logs.

2. Include screenshots

Include screenshots showing the issue, error message, notification, or unexpected behavior.

When possible, capture enough of the VDM window to show where the issue occurred.

Windows screenshot options include:

Windows Key + Shift + S
Alt + Print Screen

If an error or notification is displayed, make sure the complete message is visible in the screenshot.

3. Include the View

If the issue occurs with a specific VDM View and the View can be shared, attach the View file to the support request.

Providing the View allows BridgeWorks Support to review its configuration and may help reproduce the issue.

When appropriate, Support may also be able to make the necessary changes and return an updated View file.

4. Provide your VDM version

Include the version of VDM where the issue is occurring.

This helps Support determine whether the issue is specific to a particular version or has already been addressed in a newer release.

For instructions on locating your VDM version, see Troubleshooting - How to Check My Version of VDM.

5. Identify the database

Let Support know what type of database or data source VDM is connecting to when the issue occurs.

If you are unsure about the database connection being used, review the applicable Connection Profile in VDM.

For more information, see How to Connect to a Database in VDM.

6. Describe the issue

Provide a description of what happened and what you were doing when the issue occurred.

When possible, include:

The steps you performed before the issue occurred.
What happened.
What you expected to happen.
Whether the issue can be reproduced.
Whether the issue occurs every time or only occasionally.

If an error or notification appears, include the complete message and a screenshot.

Search the Help Center

While waiting for a response, you can also search the BridgeWorks Help Center for documentation related to the issue.

Use the search bar at the top of the Help Center or browse the available categories and sections.