Support

Clark Labs is dedicated to providing its registered users with quality technical support through our online Technical Support Request Form. We are glad to respond to routine technical support questions through email. For those requesting a higher level of support, you can purchase incident support for $295. Clark Labs offers consulting services for longer application or system development needs.

Before You Contact Technical Support

Make sure you are running the latest version of TerrSet
We maintain free Service Updates accessible from the Downloads area of this website. Make sure you are running the latest update of TerrSet by checking your installed version number against the available update. You can check your version number by going to the About box from the TerrSet Help menu. After updating, check if your problem has been resolved. The Downloads page also provides the service updates for older versions of IDRISI.

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, for information on data requirements, module limitations and technical notes.

Visit the Clark Labs Discussion Forum
The Clark Labs Discussion Forum is hosted by Clark Labs for the purpose of providing an interactive forum for our user community. The forum is a place to ask questions, as well as review posts from other users, to solve technical and application issues, and to share knowledge related to the TerrSet System.

Contacting Technical Support

If the Service Update or Help System has not resolved your problem and you are a registered user, please contact our Technical Support staff via email.

For your convenience, a Technical Support Request Form is provided.

Always include the following information when you contact us:

  • Your Customer ID number, name, phone and email address.
  • The name and version number of the Clark Labs product you are using.
  • A description of your hardware and operating system, including the amount of disk space on your working drives.
  • 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.


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