Product & technical help
Get help with installation, an application error, a document, a model, or a feature you’re using. Include the product and version.
EMPHOS Support
Clear answers.
A useful next step.
Get help with an EMPHOS product, a purchase, or access to your software. Tell us what you’re working with and where you need a hand.
Contact us at info@emphosgroup.com.
Choose a topic
Start with the right path.
Orders & access
Questions about a direct purchase, licence activation, a missing download, course access, or a refund request.
Product & research enquiries
Ask about a product’s availability, discuss a demonstration, or introduce a use case for development or collaboration.
Product help
Find the product you’re working with.
Choose a product to start an email with the right subject. For development programmes, use the same route for availability questions, feedback, or a proposed use case.
FieldLine PDF
Help with installation, activation, document review, markups, measurements, forms, printing, or the separate training course.
Heinrich
Help with a supplied build, project setup, local model loading, permissions, connected tools, or the steps in a workflow.
Aletheia Core
Questions about model packages, local runtime behaviour, evaluation, licensing, or a proposed integration. Include the package and environment involved.
Heinrich App
Questions about the mobile experience, planned workflows, compatibility requirements, or opportunities to provide feedback.
HAVEN
Questions about the ten-device product suite, a specific device concept, research use cases, or a potential hardware collaboration.
PRISM & Shield
Discuss PRISM’s learning experience or Shield’s connected-environment research. Tell us which programme and use case you are interested in.
A clear request
Give us the details that matter.
- Product name and application version.
- Operating system and relevant device details.
- What you expected and what actually happened.
- The exact error message and steps to reproduce it.
- Order reference and purchase channel, if relevant.
- A screenshot or small example when it helps explain the issue.
Share only what is needed to explain the issue. Remove private information from screenshots and logs, and keep passwords, full licence keys, payment details, and sign-in codes out of support messages.
How to get help
From the question to the next step.
Check a relevant answer
The FAQ and common issues below may cover your question. You can also contact us directly.
Send the context
Use a product link or email us with a short description. The support-email template includes fields you can fill in.
Keep the conversation together
Reply in the same email thread with any requested details or changes you notice. That keeps the history with your request.
Common issues
Find your next step.
Open the topic closest to your issue for the details that help us investigate.
The application will not install or open.
Send the product name, application version, operating system, where you obtained the installer, and the exact message shown. Tell us whether the problem happens during download, installation, or launch.
A screenshot of the error and the steps that led to it are useful. Include any troubleshooting you have already tried so we can continue from there.
I need help with activation or a purchase.
Include the product, purchase channel, order reference, and activation message. Tell us if the issue followed a device change or an application update.
Use the account and instructions associated with that purchase. For Microsoft Store or another third-party purchase, the seller on your receipt handles billing and refund requests; EMPHOS can help with product questions.
A PDF looks wrong, or FieldLine printing is not as expected.
Tell us your FieldLine version and whether the issue affects one document or several. Describe what you see on screen and what you expected.
- For printing, include the printer model, selected paper size, page range, orientation, and scaling option.
- For display, markups, or measurements, include the affected page and the steps that produce the result.
- A screenshot of the relevant settings and result helps us compare the behaviour.
If a sample is needed, start with a small file that reproduces the issue and is suitable to share.
A Heinrich workflow or model is not behaving as expected.
Include the Heinrich version, Aletheia Core package or model name if known, operating system, and the task you were attempting. Identify the step where progress stopped or the result differed from what you expected.
For a tool or connection issue, name the tool and describe the permission or error message. Relevant log excerpts can help; remove credentials, private project content, and other sensitive values before sharing them.
Where are the FieldLine training files?
The FieldLine course and practice documents are provided separately from the application installer and software ZIP. The course covers 12 modules with guided lessons and practice material.
Tell us which course or materials you are trying to access and any order or access reference you have. We can help identify the relevant delivery information.
Where can I find downloads and release information?
Use the relevant product page for its current availability and the release instructions supplied with an approved build or purchase. The FieldLine direct-sales release and 30-day trial are being prepared; public installer and purchase links will be added when ready.
For Heinrich demonstrations, mobile development, or HAVEN, PRISM, and Shield enquiries, tell us which product and workflow interest you. We can explain the appropriate next step.
Useful references
Policies and answers in one place.
Direct help
Tell us where you’re stuck.
Send the product or order reference and a clear description of what you need. We’ll use those details to understand the issue and the next step.
Support emailinfo@emphosgroup.com
EMPHOS Group Corporation
Chilliwack, British Columbia, Canada
Email buttons open a draft in your email application. If you use webmail, write to the address above and include the same details.