Best Authority® Support
FOR BA VERSIONS 2.7.050-2.7.118: The Levit & James digital signature used on the BESTAUTH.DOTM global Word template will expire on 6/19/2011. Therefore, if you are using Word 2007 or 2010, then depending on your security settings, Best Authority may become disabled when you launch Word. CLICK HERE FOR SOLUTION
You can contact support:
By e-mail: support@levitjames.com
By telephone: 703.771.8185
HOW TO HELP US SOLVE THE PROBLEM MOST QUICKLY:
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If you are receiving an error message: Please send us a screen shot of the message, a copy of any modified configuration files, and a copy of any application logs. See How to Retrieve Supporting Documentation below.
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Please be prepared to give us a summary of the software loaded on your desktop, including versions. This generally includes OS, Office, Best Authority, and other applications that integrate with Microsoft® Word.
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If you are reporting a malfunction:
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Please determine whether this problem is occurring on one desktop, some desktops, or all desktops.
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Please determine whether this problem is occurring with one document, certain documents, or all documents. If possible, please send us a copy of any document which exhibits the problem.
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Please be prepared to tell us whether the problem has occurred from the start, or whether it came up suddenly; in the latter case, let us know what other changes may have occurred on the desktop or in the environment recently.
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If you contact us by telephone, please try to have access to a machine and document on which the problem can be exhibited.
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If you contact us by e-mail, please include your full contact information so that we may reach you when necessary.
WHO IS ENTITLED TO TECHNICAL SUPPORT:
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All customers with current software subscription service (SSS) contracts are entitled to unlimited technical support and product upgrades until the contract expiration date.
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Anyone executing a product evaluation is entitled to unlimited technical support and product upgrades (if available) for the duration of the evaluation.
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Any customer with an expired SSS may receive a courtesy level of telephone support.
OTHER RESOURCES:
HOW TO RETRIEVE SUPPORTING DOCUMENTATION
Screen Shot: With the error message displayed, press Alt-PrtScn to copy the current window to the clipboard. Then, in the e-mail message to Levit & James Technical Support, press Ctrl-V to paste in the image.
Support Files: During troubleshooting, the L&J technician may request a copy of one or more of the following files:
BESTAUTH.INI: This file contains preference and usage data. To retrieve this file, click on Start>Run and enter
%appdata%\Levit & James, Inc\Best Authority
BAADMIN.INI: This file contains program control data set by the Best Authority administrator. To retrieve this file, click on Start>Run and enter:
%allusersprofile%\Levit & James, Inc\Best Authority
Scheme File (*.basc): Include the scheme file in use when encountering the problem. If using a sample scheme file, then indicate which sample scheme you are using. To retrieve this file, click on Start>Run and enter:
%appdata%\Levit & James, Inc\Best Authority\Private\Schemes or
%appdata%\Levit & James, Inc\Best Authority\Shared\Schemes
Overlay File (*.baod): Include the dictionary overlay file for problems related to adding dictionary entries in firm overlay files. This is uncommon.
%appdata%\Levit & James, Inc\Best Authority\Private\Dictionaries or
%appdata%\Levit & James, Inc\Best Authority\Shared\Dictionaries
WORDSETTINGS.LOG: Include this file so we may import your word settings on our test systems in an effort to replicate the problem. To retrieve this file, click on Start>Run and enter:
%appdata%\Levit & James, Inc\Best Authority\Private\Logs
TRACE.LOG: Include this file if directed by the L&J technician to troubleshoot a specific problem. NOTE: This file may be too large to attach in an e-mail. If so, then you may zip it before sending. To retrieve this file, click on Start>Run and enter:
%appdata%\Levit & James, Inc\Best Authority\Private\Logs
BAERROR.LOG: Include this file when receiving a Best Authority-generated error message. To retrieve this file, click on Start>Run and enter:
%appdata%\Levit & James, Inc\Best Authority\Private\Logs