Technical Support

Technical Support Requests

From within ACD/Labs software, users can also go to Help Contact Support to submit a support request where all required technical information will be automatically filled-in.

Customer Information

First Name *

Last Name *

E-mail *

Licence ID (5-digit number) * 

For all software products except Percepta, from the Help menu, choose About, and in the dialog box that appears, click the License ID button.

For all users, open Licensing from the ACD/Labs Start Menu folder. Double-click Register. In the Registration window that appears, click the License ID button (on the right).

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I am a freeware user

Request Details

Type of Issue:

• Bug Report
• Question about software
• Other

Product * --Select-- 3D Viewer AutoChrom C+H NMR Predictors ChemSketch ChromGenius GC Simulator Katalyst D2D LC Simulator License Server Luminata MetaSense MS Fragmenter Name Percepta Batch Percepta Spectrus DB Spectrus Processor Web Updater XNMR Other

Please specify product name:

Version * 

Build Number  

Type of data I am processing: * --Select-- NMR MS Chrom (HPLC, GC, LC, etc.) Hyphenated (LC-UV/LC-MS) Curve (DSC, ITA etc.) Other

The version number can be found by opening ACD/Labs software and going to Help About. If you are using Percepta, please click the i button in the top right corner.

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The build number can be found by opening ACD/Labs software and going to Help About. If you are using Percepta, please click the i button in the top right corner.

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Description: *

Please attach example files, images of error messages, or other related data. Maximum file size is 36MB.

Attachment:

Submit Request

Expect a reply within 1 business day

Telephone Support

Available Monday to Friday (excluding Canadian holidays ) from 9 AM to 5 PM EST and extended from 2 AM to 9AM EST.

During these extended hours, ACD/Labs personnel will provide online support via email, remote access (where allowed), and communication tools like Zoom, Skype, etc.

International: +1-416-368-3435
Toll Free (USA and Canada): 1-800-304-3988

Additional Information

Please note that ACD/Labs does not provide technical support for freeware products.

Bug reports (including for freeware products) will only be addressed in the current software version 2020.1.2.

Customers can make a portal account, which provides access to instructional videos and quick-start guides.

Priority is given to users with a software maintenance plan. If you are a maintenance user with a version older than 2019 you should consider switching to the current version.