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Support
Get help with DICOM Printer 2 from Flux Inc.
Contact Information
Email: support@fluxinc.ca
Website: https://fluxinc.ca
Business Hours: Monday - Friday, 9:00 AM - 5:00 PM EST
Response Time: Typically within 1 business day
Before Contacting Support
To help us assist you quickly, please:
1. Gather System Information
- DICOM Printer 2 version
- Windows version
- Service status (running/stopped)
- License status (active/expired)
2. Collect Relevant Logs
- Set log verbosity to DEBUG
- Reproduce the issue
- Collect log excerpts showing the problem
- Location:
%ProgramData%\Flux Inc\DICOM Printer 2\log\
3. Document the Issue
- Clear description of the problem
- Steps to reproduce
- Expected behavior
- Actual behavior
- When the issue started
- Recent changes (configuration, network, Windows updates)
4. Prepare Configuration
- Sanitize sensitive data (patient information, IP addresses, passwords)
- Export configuration file
- Note any custom workflows or actions
Support Request Template
When contacting support, include:
Subject: [Brief description of issue]
Environment:
- DICOM Printer 2 Version: [version]
- Windows Version: [version]
- Installation Date: [date]
Issue Description:
[Detailed description of the problem]
Steps to Reproduce:
1. [Step 1]
2. [Step 2]
3. [Step 3]
Expected Behavior:
[What should happen]
Actual Behavior:
[What actually happens]
Error Messages:
[Any error messages from logs]
Troubleshooting Attempted:
[What you've already tried]
Configuration:
[Attach sanitized config.xml]
Logs:
[Attach relevant log excerpts]Self-Service Resources
Documentation
- This documentation site
- Release notes
- Configuration examples
- Troubleshooting guides
Log Analysis
See Interrogating the Logs for help understanding log messages and finding issues.
Troubleshooting
See Troubleshooting for common issues and solutions.
Emergency Support
For critical production issues requiring immediate assistance:
- Email support@fluxinc.ca with URGENT in subject line
- Include all relevant information from template above
- Indicate business impact
- Provide contact number for callback
Expedited support is available for critical issues affecting production systems.
Feature Requests
Have an idea for improving DICOM Printer 2?
Submit via email:
- Describe the feature
- Explain use case
- Note any workarounds currently used
- Indicate priority for your organization
Feature requests are reviewed for inclusion in future releases.
Training and Consulting
Flux Inc offers:
- Custom configuration assistance
- Workflow design consulting
- Integration support
- On-site training
- Remote training sessions
Contact support@fluxinc.ca for consulting services.
Third-Party Integration
For integration with third-party systems:
- Provide DICOM Conformance Statement
- Share system requirements
- Describe integration goals
- Request technical assistance
See DICOM Conformance for detailed technical specifications.
Bug Reports
When reporting bugs:
- Verify it's a bug (not configuration issue)
- Reproduce consistently
- Document steps to reproduce
- Include logs showing the bug
- Note workarounds if any
Bug fixes are prioritized based on:
- Severity (critical vs. minor)
- Frequency (affects all users vs. specific scenario)
- Workaround availability
Community and Resources
While Flux Inc maintains DICOM Printer 2, community resources may also be helpful:
- DICOM standard documentation
- DCMTK library documentation
- Windows service administration guides
- XML configuration references
Data Privacy
When submitting logs or configuration:
- Remove patient identifiable information
- Sanitize IP addresses if needed
- Remove authentication credentials
- Redact any sensitive institutional data
Flux Inc respects your privacy and handles all support data confidentially.
Support Agreement
Check your license agreement for:
- Support terms
- Response time commitments
- Support channels included
- Upgrade rights
Enterprise customers may have dedicated support channels and SLAs.