Technical Support

IDRISI Installation Troubleshooting
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CartaLinx FAQ
Customer Support FAQ

Clark Labs is dedicated to providing its registered users with quality technical support. Each new user receives 30 days of free technical support with any purchase of Clark Labs software. (This does not apply to the Student Starter product.) After this period expires, an annual Technical Support Policy must be purchased to make use of technical support. Technical Support for a single user license is available for $295 for a full year. Clark Labs also offers multi-seat policies and per-incident support. Contact us for details clarklabs@clarku.edu.

Before You Contact Technical Support

Make sure you are running the latest update of IDRISI
We maintain free Service Updates accessible from the Downloads area of this website. Make sure you are running the latest update of IDRISI by checking your installed version number against the available update on this website's Downloads page to confirm the version number. After updating, check if your problem has been resolved.

Check the Help System for notes on specific modules
If you are experiencing a technical problem with a specific module, or you are receiving unexpected results, the resolution may be found in the software’s Help System. Check the Help System entry for the module you are running, particularly the Notes section.  The Help System for most modules includes supplemental information such as data requirements, module limitations and technical notes. The Help System is also accessible from the Downloads area of the website.

Contacting Technical Support

If the Service Update or Help System has not resolved your problem, please contact our Technical Support staff via e-mail. 

For your convenience, a Technical Support Web Report Form is provided.

Always include the following information when you contact us:
1. Your Customer ID number, name, phone and e-mail address.
2. The name and version number of the Clark Labs product you are using.
3. A description of your hardware and operating system.
4. A detailed description of the problem you are experiencing. This should include a list and description of the data sets involved, a description of the operation you are trying to accomplish, and a step-by-step description of what you have tried thus far (including the specific values you entered into the module’s dialog box). You should also include the exact text of any error messages you receive.