Support

Welcome to Hawk Ridge Systems Customer Support section. The purpose of this section is to give you tools so that you can solve your problems with the software in question and get on with doing your design work.

How to get Technical Support:

• 
  Use our eSupport System 24 hours a day, 7 days a week to access our knowledgebase, videos and tutorials on all aspects of SolidWorks, SolidWorks Simulation (Formerly COSMOS), 3DVIA Composer, Workgroup and Enterprise PDM (Formerly PDMWorks Workgroup and PDMWorks Enterprise respectively).
• Register for eSupport and submit an issue electronically through eSupport or by e-mail at support@hawkridgesys.com.
  • eSupport registration is required prior to submitting issues electronically. Registration can be done by browsing to eSupport, clicking the Register icon and inputting your information.
  • When an e-mail is received by eSupport an automatic ticket ID will be created. If you do not receive an automated response or your issue is bounced back, please re-submit the issue electronically by logging into eSupport and using the Submit a Ticket icon.
  • Please clearly state the problem you are having, include a Solidworks RX if possible and attach any files needed by our support representatives. WinZip or similar compression applications are recommended to compress all files into a single file and to reduce file size. Please see the FTP option if files are too large for e-mail (generally greater than 5MB).
  • Please include your name, company name, telephone number (including extension) and SolidWorks Serial Number. If you are unsure of your SolidWorks serial number click here to run the Hawk Ridge Systems Product Inventory Application that will retrieve your serial numbers after clicking "Read". Please note that the application uses read-only permission to get a list of installed SolidWorks products and their serial numbers and will in no way modify your system.
• Call Hawk Ridge Systems at 1-877-266-4469 from the USA or 1-866-587-6803 from Canada. Please have your company name and SolidWorks serial number available.

• Interactive problem support via GoToMeeting. For support issues that are difficult to visualize or that cannot be resolved by electronic submission or telephone, Hawk Ridge Systems Support Representatives can connect to your computer over the Internet via GoToMeeting to view what is happening on computer. If necessary, HRS Support Representatives can also request control of your computer to walk you through solving your problem.

• YouSendIt SiteDrop to upload file sets larger than supported by e-mail (generally greater than 5MB). If you have an existing eSupport ticket, please enter the ticket ID in the subject. If not, just enter your company name and once the files are uploaded, please give us a call, create a ticket, or e-mail us to let us know about the issue that goes with the file. WinZip or similar compression applications are recommended to compress files into a single file and reduce the file size.

• FTP access to upload file sets larger than supported by e-mail (generally greater than 5MB). FTP programs such as FileZilla should be used to connect to ftp://ftp.hawkridgesys.com using the username: downloads and password: hrs135. Once the files are uploaded, please call, create a ticket, e-mail or update your existing ticket and let us know that the files have been uploaded and the name of the file. WinZip or similar compression applications are recommended to compress files into a single file and reduce the file size.