Tech Support

  • Technical support is provided by the same team of dedicated developers that makes TatukGIS products and knows them best.
  • Support is available to licensed customers and evaluators of supported products.
  • Support is provided via the support@tatukgis.com email address. Communicate with TatukGIS from the email address registered to a purchased license or downloaded trial version. (Mail from unrecognized addresses is confusing and will not be processed on a priority basis.)
  • TatukGIS uses a tickets oriented support system. Each email to Support creates a numbered "ticket" that is efficiently routed to the TatukGIS team member best qualified and available to respond. Please submit only one unique support issue per ticket.
  • Monthly updated product versions provide ASAP access to bug fixes, new features, and support for new technologies, etc., while eliminating upgrade pain. (Unstable versions for testing are even more frequent.) Learn about product numbering.
  • Online, searchable API documentation (85,000 pages covering 750 classes and 19,000 methods and properties) is updated continuously.

Requesting Support

Send an email to support@tatukgis.com providing detailed information:

  • issues related to an application product (e.g., Editor):
    1. name of the TatukGIS application and version number
    2. operating system name and version, and whether 32-bit or 64-bit
    3. sample data, if applicable, to enable TatukGIS to replicate the reported problem
  • issues related to a development product (e.g., a Developer Kernel edition):
    1. name of the TatukGIS product, including edition and version number
    2. technology being used (VCL, FMX, ActiveX, .NET, Compact Framework, etc.)
    3. programing language being used (C#, Delphi, VB.NET, Java, Python, etc.)
    4. IDE version (VS2022, VS2017, RAD Studio 12.1, PyCharm 2024.3, etc.)
    5. operating system name, version, and whether 32-bit or 64-bit
    6. sample data, if applicable, to enable TatukGIS to replicate the reported problem

The support@ email size limit is 20MB. Use TatukGIS Upload to send larger files.

Take into consideration the time difference between your location and TatukGIS: cet to gmt


Remote Support Session

In special cases (and only when scheduled in advance) TatukGIS provides remote support sessions. Once a remote support session has been scheduled with TatukGIS, do the following:

  1. Download the quick support application.
  2. Run it (and keep running, no installation is required).
  3. Send the ID/Password to support@tatukgis.com.
  4. Upon closing quick support, the application connection is permanently terminated. Each session requires a unique ID/Password. We use http://www.teamviewer.com technology - please refer to this web site for any security considerations. To avoid version conflicts, always use the version downloaded from the TatukGIS web site in step 1.

Problem Sending E-mail to Support

In the event of a problem contacting TatukGIS by email (your email is rejected or does not pass the spam filter, etc.), use the Send e-mail form to report the e-mail communication problem. Do not use this form to request technical support or sales assistance. Ensure that @tatukgis.com addresses are safe listed in your email software.