Before Submitting a Support Ticket:


Methods to Initiate a Support Ticket:

  • From within the software to which the ticket pertains: In AGi32, Photometric Toolbox and Photometric Powertools, on the main program menu at the top, click "Help" then "Submit Support Ticket". In ElumTools you can find the Submit A Support Ticket access under the Help & Info menu.
  • From the Support Portal: Go to the Support Portal, login if necessary, then on the right side of the webpage, click "New Support Ticket". If you have not created an account you will not see this option and will need to click "Sign up" and set up an account first. Simply use your email and password of your choice.
  • From our main website: go to, "mouseover" the "Support" heading, then select "Submit a Ticket" from the list of options.

What to Include in the Support Ticket:

  • Please include your account number (LAI#), product, version and as much detail as possible to explain the issue (e.g. error message, steps to reproduce, screen captures, etc.).
  • If the issue is file specific, attach the file in question along with the steps necessary to reproduce the issue. Files can be up to 20MB in total size when attached to a ticket. If you have a larger file, please use the method of your choice and send us the download link.

What Happens Next:

  • An email will be sent to you indicating your support ticket has been received along with a ticket number for reference.
  • Most requests are handled within 24 hrs. Our normal working hours are: M-F, 8-5 PM (GMT-07:00) Mountain Time (USA).