Below are some guidance tips on how to better help us assist you resolve your issue(s), please provide as much context, information and data as possible.

General

• What action was being performed when the issue occurs? 
• What was the result you expected from the action?
• Are other Safran Risk users in your organisation having similar issues?
• Have there been any recent changes to your Device, Windows version or Safran Risk Installation? 

Screenshots

If you are receiving errors or question about a particular Tab/Window in Safran Risk, please provide screenshots showing the issue. You can press:

• Windows+ALT+PrtScrn to screenshot the entire active window, or 
• Windows+Shift+S to grab a selection from your screens.

Safran Risk Logfile

If you receive an error screen similar to below:

This is usually a technical issue that will require support from Safran Software Solutions in Europe. In addition to the General info above, to assist, please also send the Logfile from your Safran Risk Installation. This can be found by:

1. Clicking on the Triple "Hamburger" button
2. Selecting "Open Log File Folder"

3. This will open Windows File Explorer to the directory containing the Safran Risk log file.
4. Locate the file named SafranRiskLog.txt and attach this to the email or support ticket

Project Data

At times, to assist with your support issues, we may require visibility of project data, this may include:

• Project Schedules, in Safran Project (*.SPX), Primavera (*.XER/*.XML) or MS Project (*.MPP) formats
• Safran Risk Registers in XLS format (Exported from the Project Risks tab in Safran Risk)
• Safran Risk Mapping Files in XLS format (Exported from the Risk Mapping tab in Safran Risk)
• Safran Cost Model Files in XLS format (Exported from the Costs tab in Safran Risk)
• Safran Risk Model Files in XML format (exported from the Home tab in Safran Risk)

Depending on the level of support you have we may require additional supporting data to assist. All data provided to us, will remain confidential as per our Support Terms and is only used for the purposes of resolving support queries.