Before Contacting Support
Before reporting an issue, please check the following:
- Confirm whether you’re using Join-In Pro or the original Join-In.
- Make sure you’re using the latest version of your Join-In product.
- Install any available Windows updates.
- Restart Join-In.
- Restart your computer.
- Confirm whether the problem happens every time or only occasionally.
Describe the Problem
Please tell us:
- What you were trying to do.
- What happened.
- What you expected to happen instead.
The more specific your description, the easier it will be for us to reproduce and diagnose the issue.
Tell Us Where the Problem Occurs
Please let us know:
- Which app or website you were using.
- The screen or activity where the problem occurred.
For example:
- WhatsApp – Opening a chat
- YouTube – Searching for a video
- Gmail – Writing a new email
Tell Us About Your Setup
To help us understand your environment, please include:
Access Method
Tell us how you control Join-In, for example:
- Touch
- Mouse
- Eye Tracking
- Switch Scanning
- Keyboard
AAC or Eye Tracking Software
If you use AAC or alternative access software, please let us know which system you are using, such as:
- Grid 3
- TD Snap
- Communicator 5
- TD Control
- Alea IntelliGaze
- Other
Computer Information
If possible, include:
- Device manufacturer (Dell, Lenovo, HP, etc.)
- Device model
- Processor (if known)
Is This a New Problem?
Please let us know whether:
- The issue has always occurred.
- It started recently.
- It began after an update or system change.
- It only happens occasionally.
- It happens every time.
Attach Screenshots
A screenshot often helps us identify the problem much faster.
If possible, include one or more screenshots showing the issue or any error messages you see.
Record a Short Video
A short screen recording is one of the best ways to show us exactly what is happening.
If possible, record the steps that lead to the problem, including:
- The actions you perform.
- What Join-In does.
- Any unexpected behavior.
Even a short 20–30 second recording can be extremely helpful.
Generate a DOM File
For some issues, we may ask you to send a DOM file. This allows us to see exactly what Join-In detects on the webpage and helps us identify the cause of the problem.
How to Generate a DOM File
- Navigate to the exact screen where the problem occurs.
- Press Shift + F4 on your keyboard.
- Press 3.
- Click OK.
The generated file will be saved in:
C:\ProgramData\dbur
Can’t Find the Folder?
On some computers, the ProgramData folder is hidden.
Simply copy and paste the following path into the File Explorer address bar and press Enter:
C:\ProgramData\dbur
Locate the generated file and attach it to your support request.
Remote Support with AnyDesk
If we’re unable to resolve the issue by email, we may arrange a remote support session using AnyDesk.
AnyDesk allows our support team to securely connect to your computer (with your permission) so we can investigate the problem together.
Before your session:
- Install AnyDesk if requested.
- Have Join-In open and ready.
- Keep any AAC or eye tracking software running if it is related to the issue.
- Remain at your computer during the session.
Our support team will provide the connection details and guide you through the process.
Contacting Support
Contact our support team at any time. Any information you can provide—including screenshots, videos, or a DOM file—may help us investigate the issue more quickly. If additional details are needed, we’ll guide you through the next steps.
