IDAutomation Statement of Support:
IDAutomation.com, Inc. offers free technical support through documentation of
all known issues on the companyís website. IDAutomation offers free technical
support for a period of 30 days from the date of purchase on all software
products and product upgrades via phone, or when the customer
Asks a Question on the Support Forum.
Technical support and product upgrades may be provided beyond 30
days with a purchased
and Upgrade Subscription plan.
The support provided is for IDAutomation products only. IDAutomation cannot
provide consulting services, assist with the vendor's application or client's
environment, or troubleshoot custom source codes. However, if IDAutomation
determines that the issue is related to the vendor's application or client's
environment, IDAutomation can suggest a work around, recommend additional
IDAutomation products, or provide the appropriate support contact.
Symbology Support for all Products:
IDAutomation provides full support for the symbology, the barcode type,
implemented in the product, ensuring it was created according to the standard,
providing information about the standard and implementing new changes to the
symbology standard as necessary. For example, support will be provided in the
event IDAutomation barcode products fail to scan, scan intermittently or develop
any other symbology related issue.
IDAutomation cannot provide direct
support for the application that uses the IDAutomation product. However, if it
is determined that the issue is related to the vendor's application or client's
environment, IDAutomation may suggest a work around, recommend additional
IDAutomation products, and provide the appropriate support contact.
IDAutomation Font Products:
All fonts created by IDAutomation are fully supported, ensuring that they are
created according to the standards for the symbology and type of font, such as
PostScript, TrueType, and PCL. Installation procedures for IDAutomation fonts
are provided for Windows and Macintosh operating systems. Although examples are
provided for installing fonts on Linux and UNIX, IDAutomation is unable to
provide support for the Linux and UNIX operating systems. On any particular
operating system, installation procedures are the same for all similar fonts.
For operating systems other than Windows or Macintosh, consult the application
vendor or the operating system's documentation. IDAutomation can only support
the font itself, not the operating system the font is installed on.
IDAutomation fonts allow embedding and may be embedded into PDFs, and other
files that support embedded. However, IDAutomation is unable to support the
embedding process as the application is responsible for embedding the font. To
resolve the matter, obtain assistance from the applicationís vendor.
Barcode Font Tools and Source Code:
IDAutomation provides several
barcode font tools
which include macros, add-ins, and source code to format data to the barcode
fonts. IDAutomation supports all the tools that are provided for the barcode
fonts shown in the examples. IDAutomation is unable to troubleshoot custom
source code; therefore, the problem must be duplicated using the examples
provided so the technical staff can assist in the problem solving. For example,
the DLL provided contains an example of how to use it in Visual Basic, but
IDAutomation cannot tell how to access it from FoxPro or
Source code for
the barcode fonts is provided to help programmers format the font to a
printable string. This source code is provided as sample code that has been
tested in a developmental environment. IDAutomation can only support the source
code for the developmental environment it was created and tested in. Custom
source code, modified versions of IDAutomationís source code or a source code
that is being used in another developmental environment cannot be supported.
Java Barcode Products:
Support for Java barcode products such as JavaBeans, Applets, Servlets and
class libraries is provided to support the product itself. These products were
developed and tested on Windows 2000 using JDK 1.3 or later and support for
these products can only be provided if the problem can be reproduced on Windows
2000 using JDK 1.3 or later.
The ActiveX Control products contain documented examples for its use with
supported applications and environments including Microsoft Word, Excel, Access,
Visual Basic and C++. The controls can be used in other applications just as any
other ActiveX Control. However, support for the other applications cannot be
provided. If a problem can be reproduced in an environment that IDAutomation
supports, then technical assistance for ActiveX Control products can be
provided. Customized version of the control, such as an Interop DLL, cannot be
.NET Forms Controls:
The .NET Forms Controls are supported in Visual Studio .NET and require .NET
Framework 1.1 or greater. Support for the controls is only provided for the
examples within the product documentation. Custom source code, modified versions
of IDAutomationís source code, or a source code that is being used in another
developmental environment cannot be supported. Customized versions of the
control cannot be supported.
ASP Barcode Server for IIS:
The product is supported on NT 4.0 or later. IDAutomation can only
troubleshoot the problem if it can be duplicated by entering the URL of the
barcode directly from the browser as described in the manual. Custom web pages
or ASP scripts cannot be supported. Server configuration issues are not
Native Generator Products:
The Native Barcode Generators create barcodes without the use of barcode
fonts or components. The Native Barcode Generator for Microsoft Access, the
Native Barcode Generator for Oracle Reports, the Native Barcode Generator for
Crystal Reports, the Native FileMaker Pro Barcode Generator Plug-In, and the
duplication of the issue from within the examples provided in the product.
IDAutomation USB Scanner:
Support for the IDAutomation scanner is included with a one year
warranty. There is an option to upgrade to a 3 year Extended Warranty
with priority support for $29 for the
IDAutomation USB Barcode Scanner with DataBar or
IDAutomation BlueTooth Wireless Scanner with GS1 Databar and PDF417
when purchased with the scanner. A 4 year Extended Warranty with priority
support for $29 for the
IDAutomation 2D Barcode Scanner with PQA is also available. Support is not provided for scanners
manufactured by other vendors.