Frequently Asked Questions







Contacting Support


What format should my support request be in to get the quickest response to my problem?

To help get to the root of a problem and solve it quickly, our service teams must first collect the relevant information necessary to replicate the issue at hand. Sending the following information with any reported issue is critical to helping us do our jobs more efficiently:

  • Operating System (Windows XP, Windows Vista, Windows 7, Mac OS X, etc.)
  • Browser: (IE6, IE7, IE8, FF2, FF3, Safari 3, Safari 4, etc.)
  • URL of the page on which the issue is occurring (http://www.gallenauniversity.com/about/)
  • Username of the person whom the issue concerns
  • Legible screen shots that will help us see what you are doing and help us see what is the issue (sent as attachments)
  • Detailed message describing the exact steps for us to recreate the issue

That last part -- about the detailed message with steps -- is extremely important. Such a message should look like this:

  1. I open Firefox 3.0.3.
  2. I go to the page http://www.gallenauniversity.com/about
  3. I click on the "Last Updated" date stamp at the bottom-right-hand corner of the page.
  4. I log in with the username "jsmith".
  5. I click on the "Content" tab.
  6. I browse to the page /about/faculty.html
  7. I click on the filename to open it to the part where I see the "Edit" buttons, and I click on the green "Edit Main Content" button.
  8. I bold any text on the page by highlighting the text and clicking the "B" icon in the toolbar.
  9. I click the "Save" button in the toolbar.
  10. When I'm taken to the preview at this point, my text doesn't look bolded.

I have the contact information of a specific support team member. May I contact him/her directly?

Unless that team member has specifically requested that you contact him/her directly, it is recommended that you submit all support requests to the main support lines:


By contacting the support team using the methods above, rather than relying on a single individual team member, your request will be sure to be seen by the entire support team and handled by those best equipped to do so.

In addition to this, individual team members have their workloads supervised by the Customer Service Managers, so your request, if given to an individual team member, may be placed lower on that person's queue than it would be had the Customer Service Managers had a chance to see your request and place it in the queue of someone who could handle it more quickly.


I usually receive a response from Support within five minutes, but today I haven't gotten one yet, and it's been six hours! What should I do?

The OmniUpdate support team promises 24-hour response time to any support request. Because the team prides itself on speedy service, you may often receive a response more quickly than that; however, if you don't, please be patient and wait the allotted 24 hours before contacting Support again. It may just be an unusually busy day for the team.