Keystone Support

Purchase of Keystone includes one (1) year of technical support, which can be renewed for additional periods of time. There are several ways to get answers to your questions about Keystone:

Keystone Help Library

Keystone includes an integrated, context-sensitive help system. Help can be opened from within Keystone by clicking the tool bar icon or by opening the Help tab in the Keystone ribbon and clicking Table of Contents.

You can also view the Keystone Help via the Internet at http://keystonehelp.morethandata.org.

For more information, see the How to Use the Keystone Help section.

Keystone Help Center

The MoreThanData Help Center is available on our web site. The Help Center brings together all of our help and support resources so you can easily find what you need. Help for all MTD products, a link to the MTD User Forum, and access to other support resources are available there. Feel free to visit us at http://help.morethandata.org. You can also open the Help tab in the Keystone ribbon and click Help Center.

Keystone Training Videos

MoreThanData provides Keystone Training Videos to help you be more productive in using Keystone and all of its features. You can view these videos by going to the MoreThanData Training Center on the MTD web site (or at http://training.morethandata.org) or by opening the Help tab in the Keystone ribbon and clicking Training Videos.

MoreThanData provides some Keystone training at various events around the US. MTD is developing more comprehensive plans to offer training events and other resources to Keystone users. We will post information about training events and resources to our web site at http://www.morethandata.org.

The MoreThanData User Forum

Questions of general interest to the Keystone user community, or where input or response by other Keystone users would be helpful, are best posted in the MoreThanData User Forum. You can access the Forum by going to http://forum.morethandata.org.

You can search past postings for topics of interest, post questions and suggestions, and provide your response and ideas in reply to other postings. You can search the Members page in the Forum for others who are close to you geographically or who have a similar title/function as yours to exchange information with.

Your participation is strongly encouraged in order to facilitate the sharing of ideas as well as suggestions for future enhancements of Keystone. However, if you have a question specific to your affiliate or your particular data, phone or e-mail support may be more efficient.

Many documents and Keystone related files are available through the Forum or on the MTD web site. You can also reach the MTD User Forum by opening the Help tab in the Keystone ribbon and clicking User Forum.

MoreThanData Technical Support

E-mail: support@morethandata.org

To send a support e-mail to MTD
  1. Open the Help tab in the Keystone ribbon and click E-Mail Support.

    You will then see a window with the following message:

    Keystone is gathering basic information about your system so we can provide you the best possible technical support. Once this is complete, you will see a new Outlook e-mail message with this information attached to it. Just type your support request into the message and send it to us. *No confidential or personal information will be included in the attachments.* Please feel free to review the attachments. You may remove them if you choose. The System Information attachment can be found in your My Documents/MoreThanData/Keystone folder; the Error Log attachment can be found in the folder with your Keystone Data file.

    In a few seconds, Microsoft Outlook will open and create a new message addressed to MoreThanData (support@morethandata.org) with the system and program information attached to it. You will be able to review the information in the attachments as needed.

    2. If Microsoft Outlook isn't currently open and you have more than one Outlook account on your computer, Keystone will ask you which profile Keystone should use to send the e-mail message from.

  2. Enter any additional information about your support issue into the body of your message. When you're done, click Send/Receive in Outlook to send it to MoreThanData.

Please include details of your support issue in the body of your e-mail message so that we can provide you with the most effective response.

If there is an error message on your screen:
  1. Drag the error message window so the underlying Keystone screen can also be seen.
  2. Press the PrtSc (Print Screen) key.
  3. Open a new document in Microsoft Word.
  4. Press Ctrl+V or click the Paste icon above the ribbon to paste the screen shot into the Word document.
  5. Attach this document to the e-mail message you send to MTD Support.

If you have a question about a screen, attach a screen shot along with your question.

The support e-mail address is monitored during normal MTD business hours (8:00AM - 5:00PM Eastern Time).

Telephone: Toll-free at 1-800-455-5617

A technical support person is available to answer your questions during normal MTD business hours (8:00AM - 5:00PM Eastern Time). Many specific issues are most easily resolved by phone when you have access to your computer and Keystone during the call. If Keystone Support is unable to take your call, please leave a message when prompted to do so.

Limitations

Keystone Support can help with questions including: