SUPPORT / FEEDBACK
Let’s work through it.
Start with the quick checks or open a private request. You choose which information to share.
REGISTRATION AND ACCESS
Is the application awaiting approval?
“Request sent · awaiting approval” means registration reached the server. An administrator must approve that copy before you can continue. Do not register again, reinstall or erase its identity. After approval, return to the application and select “Check approval”.
This form sends a support query; it does not authorize a copy. Include the product, version and public ID if you need help; do not share identity.dpapi, credentials or experimental data. No response time or automatic email is promised.
Prime · registration step by step → · ResinAtOnce · registration step by step →
PRIME + RESINATONCE
Also from your application
In releases with integrated support, open the support and licence centre in Prime or ResinAtOnce. Send issues or suggestions and read replies under “My requests”. They are linked to the installation; samples are not attached automatically. If authorization is pending, copy the installation ID and contact us using this form.
FIRST, A QUICK CHECK
What is happening?
The calculation stalls or rejects attenuations
Check noise, phase, usable points and b encoding. Try a small region and keep the exact message. Do not relax tolerances just to pass.
Unexpected or excessively broad projection bands
Compare Original and Model; decompose the active projection. Use a release with support-aware fitting. Unassigned signal must not disappear or become a species.
TTMS, temperature, viscosity or mass do not agree
Review reference identity and Rh, temperature and documented viscosity. Record fRef, fT and their product, applied once. PS/PPG are high-dilution calibrations; the shared concentration model requires weighings.
Peaks move between experiments
Inspect alignment diagnostics and compare before/after on a copy. Alignment does not correct convection or confirm identity.
Window, dark theme or export looks wrong
Include the application version, Windows version, display scaling and window size. Attach a screenshot without sample names or confidential data.
Tell us about it.
Issue, question or idea: all reach the review inbox. You will receive an ID and private key to follow the conversation.
DIFFATONCE / MOLECULAR DIFFUSION