SUPPORT / FEEDBACK
Let’s work through it.
Start with the quick checks or open a private request. You choose which information to share.
PRIME + RESINATONCE
Also from your application
In releases with integrated support, open “Soporte / licencia” in Prime or “Soporte y licencia” in ResinAtOnce. Send issues or suggestions and read replies under “Mis solicitudes”. 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