Contact DocLink Support

Our world-class support group is here to help you with any issues you may run into. You can contact us 24/7 by phone, email, or through our customer portal.

• Phone: 1.800.997.9921 x1259
• Email: Support@altec-inc.com
• Customer Portal (Login required)

To help us do our best to serve you, please provide a detailed description of the issue:

1. What problem you are experiencing?
2. What is the error you are getting (if applicable)?
3. What you were doing and what happened?
4. How many users is this issue affecting?
   1. All users?
      • If yes, the the problem may be on the server.
      • Determine if any changes have been made on the server, including software updates, Windows updates, policy or password changes. If changes have occurred, is it possible to roll back the changes?
   2. Some users, but not all?
      • What is the common thread for those users?
      • What is different for them?
   3. Only one user?
      • See if this user can log on to DocLink from another machine. This will help determine if the issues are DocLink-user related. Troubleshoot by looking at user's DocLink roles and permissions.
      • See if user can log on to another machine using their own Windows logon but another's DocLink logon and reproduce the problem. This will help determine if it's a Windows permission issue.
      • Have another user whose DocLink account is fine, log on from the first user's machine. This will help determine if the issue is machine specific.
5. What steps have you already taken to locate or resolve the issue?