Skip to content Skip to main navigation Skip to footer

Get better support

Any errors should be tested on the latest version of the product. Please ask your Phonexia contact for a link to download the latest version.

Before submitting issue/ticket…

Any errors should be tested on the latest version of the product. Please ask your Phonexia contact for a link to download the latest version.

For each issue, please collect the following information. It will help both of our parties to provide fastest and most efficient technical support to your customer:

  • Issue data – required:
    • LOG files or Console output from failed speech technology (for the command line) – usually in ./log/ directory)
    • configuration files (technologies.xml from SPE is minimum) – usually in ./settings/ directory
    • licensing file (license.dat) – usually along the product executable file
    • “properties” files (phxspe.properties from SPE is minimum) – usually in ./settings/ directory
  • Issue data – supporting:
    • Actual and active HW configuration (CPU, OS, RAM, storage status (free space)), you might use the following to get the information:
      • The Benchmark function in SPE or
      • Phonexia’s hw-gen for generating basic HW print
      • System Information
        • Windows OS: msinfo32.exe
        • Linux OS: sudo lshw -short or similar utility
      • The database used and the version
      • The versions of technology models (data) and product (SPE build, SAL build)
      • WAV file, iVector, or technology output file that might be causing the failure (if possible)