Creating a case in the Ansys Customer Support Space (ACSS)

This article provides users with a step-by-step guide on how to create a case within the Ansys Customer Support Space (ACSS). ACSS has replaced individual legacy support portals, like those previously provided for Lumerical, Zemax, and Speos. Access to ACSS is available to all, but case creation is limited to users who have an active commercial license purchased directly from Ansys Synopsys. Licenses purchased through our certified Channel Partners are eligible for support from those Channel Partners instead. 

Authored by Lito Yap and Alexandra Culler

Introduction

The Ansys Customer Support Space (ACSS) is a convenient way for commercial customers to submit support requests directly to our technical experts. In addition to case creation, ACSS houses information about the following:

1. Your historic cases, including their current status and the contents of the discussion for easy reference. 
2. A list of the supported licenses you have access to, based on the account you are associated with. 
3. A direct link to the Download Center where you can find the latest versions of all your software. 
4. Links to other relevant documentation, such as our product safety certificates and a list of active Class 3 errors. 

To access ACSS, you need to register. Access is available to all, but case creation is limited based on your account and license details. Please find full details here. 

Creating a case for Ansys Optics (Lumerical, Speos, and Zemax)

1. Register and log into ACSS to create a support case. 
2. On the main page click on the 'Open a Case' button. 
   
    
    
3. Enter the appropriate information for the following:
   • Account - your customer/account name in our system
   • Product Family - Select 'Optical'.
   • Application - Select the Ansys Optics Product e.g. Lumerical, Speos, or Zemax 
   • Area - Select from the drop down list (if available)
   • Sub Area - Select from the drop down list (if available)
   • OS - The operating system you are running the application on
   • Product Version - The version of the application having issues 
   • Severity - of the issue
   • Special Handling - Indicate as required
4. Provide a short description of your request in the 'Subject' field.
5. Describe and provide more information for your support request. e.g. how you are reproducing the issue, screenshot of the error message, etc. in the 'Description' field. 
6. Upload or attach files, screenshots using the 'Upload File' button on the bottom left corner. 
7. Submit the case using the 'Create Case' button on the lower right corner. 

Creating Case

Selecting Optics Application

Replying and Managing Cases

Case responses from Ansys Support will appear in ACSS under 'My Cases' as well via email from Case Support, 'casesuppport@ansys.com'.  

1. You can reply directly to the email you received from Ansys Support for your support case. Check your SPAM inbox if you do not receive an email response after creating your case. 
   • Ensure to use 'Reply All' and start your response on the top of the email. 
   • Do not comment or put your response under the reply line indicated in the email as this will not be visible to Ansys Support.  
2. You can also reply and manage your open cases via the ACSS.
   • Log into ACSS
   • On the main page, click on the 'My Cases' button.
   • Select the case you want to update and enter your response.  

Manage Cases in ACSS

See the full video/demonstration here. 

Frequently Asked Questions

1. When I try to create a case, Optical is not an option?
   • The options available under the "Family" drop-down are determined by the active licenses at your account. If "Optical" doesn't appear for you, then your Ansys Optics license may be expired or your contact information may be associated with the wrong account. Please reach out to your Account Manager for help. 
      
2. I am an academic user and cannot create a case on ACSS. How do I get support?
   • If you are working with an academic research or teaching license, then you will obtain support via the Ansys Learning Forum. If you are working with a commercial license, then reach out to your Account Manager. 
      
3. I am a commercial user with an active license but ACSS says I cannot create a case. Why?
   • Your license may be of a type that is not eligible for direct support. Please refer to our guidance here for more information. 
      
4. What happens after I submit a case?
   • A member of the Ansys Optics team will pick up your case and will respond within 1-2 business days. Cases are prioritized based on order of arrival. The exception to this rule are installation or licensing questions. Installation or licensing questions have highest priority and should receive a response within the day. 
      
5. I have been waiting for awhile for a reply on my case. What's going on?
   • Check the status of the case on the portal. You will find all of our replies there. If you see a reply there but didn't receive the reply via email, then it is likely your email client blocked the message from our team. Be sure to whitelist casesupport@ansys.com and donotreply-feedback@feedback.ext.email.ansys.com. That way you will be able to receive our team's responses and any post-case surveys. 

See also 

How to register and access technical support on Ansys Customer Support Space