Problem Reporting

If you think you've found a problem with any of our products, we would like to know about it. Please include all of the following information in order for our support team to quickly assess the problem.

Note: Before contacting our support team, it may be helpful to check our online community at Google Groups or fmepedia.com to see if the problem has been addressed previously.

1. Your identity:

  • Your name and company name
  • Phone Number
  • Your e-mail address
  • The Operating System you are using

2. Your FME details:

  • FME build and version (Select Help-> About in the FME user interface)
    Example: FME Desktop Suite 2000 with Mapinfo Tab support, coordinate conversion support, build 422 or FME Professional Suite 2000 beta, build 422.
  • Product serial number (This is required for us to provide support).  
    The serial number is behind the CD case or sleeve.
  • Formats you are reading from or writing to.
  • Automated translation or FME Workspace.
  • Are you translating many files to one file, one file to many, many to many or one to one?
  • Is the translation failing or is it successful but the results are incorrect?
  • Are you doing any NAD shifts or coordinate conversions? What type of conversions?

3. Please include the following, ZIPPED and ATTACHED to the support request:

  • Translation log or window output log, attached to your e-mail
  • FME Workspace you are using.
  • Input data-set (DO NOT send these if they are over 2 MB zipped).
  • In a case where your data exceeds 2 MB zipped, you can upload your data off our  FTP site ftp://ftp.safe.com/incoming. Log on as "anonymous" and use your e-mail address as your password. Remember to always upload your data in BINARY format.  Then use the support request form to tell us the name of the uploaded file.
  • Output dataset

Use our support request form to report your problem (don't forget the attachments!).

For FME Objects-related issues, visit our Developer Support for FME Objects page.