Requesting Technical Support

Instructions for requesting technical support, an important part of your Slate Desktop™ experience.

There are two ways to request technical support.

Priority Support

Sign-in to our support site and create a new ticket. The help desk system will notify us immediately and track our progress.

Standard Support

Send an email to [email protected]. There may be a small delay before we check this email account.

Communication Details

Please include the following information in your communication.

Registered email and Product Key helps us identify your account.

Product name and version, e.g. Slate Desktop™ version 1.6.6

Operating System and version, e.g. Windows version 10, 1903

CAT tool name and version, where applicable.

Describe the problem with sufficient details to help us recreate it.

Attach the installation log file. You’ll find it here:

C:\xslate\System\slatedesktop\installer.log

NOTE: If the installer experienced a terminal failure, search your %temp% folder and send all files with the name beginning with installbuilder_installer.

%temp%\installbuilder_installer*.log.

Attach screen capture of error dialog.

Attach the error logs in your system %temp% folder.

  • Open Windows Explorer
  • Enter %temp% [enter] in the address line
  • Explorer will take you to the temp folder.
  • Attach the files Slate_Desktop.py-stderr.py.log and Slate_Desktop.py-stdout.py.log.

Attach detailed build logs. These are created during various stages during the build process. Note that we might ask you for other log files if necessary to trace the problem.

train-model.perl.log

C:\xslate\Workspace\TRAININGS\smt-tm-${LANGPAIR}-${BUILDNAME}\model.giza.grow-diag-final-and\train-model.perl.log

mert-moses.pl.log

C:\xslate\Workspace\MODELS\smt-s=${SRC}-t=${TGT}-p=${BUILDNAME}-a=giza.grow-diag-final-and-g=9-l=${BUILDNAME}-T=kenlm-n=6\WORKING-DIR.mert1\mert-moses.pl.log

Encoded Folder Paths

The folder names are encoded with information about the engine using the codes below.

${SRC} - Source language code (2-letter or 4-letter)
${TGT} - Target language code (2-letter or 4-letter)
${BUILDNAME} - Build name assigned at build time
${LANGPAIR} - Alphabetically sorted pair of language codes.