Chances are that if you go through Trouble_Shooting_a_Crash_Prone_System questions, when you start having stability problems. You will be spending less time scratching your head on the phone with tech support. However, for those times when you have determined that you have found a "bug", here are some hints on how to get good results from tech support:

Have the info that you gathered going through the list of questions available. At a minimum, you should know the following by heart: CPU model and speed, amount of RAM, Operating System, video card, SolidWorks version and service pack. This will tell the technician that you know what he needs to help you.

General Information:
1. Company name
2. Your name
3. SolidWorks serial number
4. Accurate problem description

System Information: To save trouble of sending all your computer specs, espeically if you don't know them, make a Solidworks RX
1) Operating System and version (Service Pack)
2) SolidWorks version and service pack
3) Available memory (RAM)
4) Video card manufacturer and model
5) Video card driver and version
6) Third party software installed
7 ) Network machine (Y/N) and type of network

· The performance and SolidWorks log files can also help provide debug information to tech support. If you have these, send them along also. - These come in the SW RX

· Remember that the support technician cannot see what you see. Your lucid description of the situation is critical. - The RX uses a movie to see what you see

· There is no substitute for attached files. Remember that sending a drawing or an assembly isn't enough. You must also send the parts.- You can send your files along with the RX.

· Send screen shots and notes for specific comments. Microsoft Paint can be used to capture and annotate an image. Use Alt-Print Screen and paste the results into a paint program.

· Do yourself a favor and make sure that you take training appropriate for the task you want to complete. Training via tech support is an inefficient use of your time. Often the trainer may also provide support. It helps to know these people personally.

· Try to mention "funny little things" up front ("My hard drive is constantly grinding", "My display always has this black stripe", "the Feature Manager has red exclamation marks on it", "This part came from a vendor who I have never had problems with in the past", etc.)

· If you notice any systematic pattern at all, suggest that to the technician. It might give him a clue. "It always happens on assembly mates", "It only happens when I use my spaceball", etc.

· Explain the problem and circumstances leading up to it. "I worked all day, then pow." "This happened first thing in the morning".

· Use standard terminology. "Doo-hicky" and "thingy" are not specific enough for a technician to know what you mean. The training manuals label the areas of the interface clearly.

Links to Windows Administration Related Web Sites
http://msdn.microsoft.com/msdnmag/default.asp
http://www.winnetmag.com/windowsnt20002003faq/
http://www.pureperformance.com/
http://www.winntmag.com/
http://www.sysinternals.com/
http://www.i386.com/

Acknowledgements:
Special thanks to the comments from the comp.cad.solidworks news group, in particular to Matt Lombard.