Preparing Support Request#

There are four major groups of issues that our users are typically facing. Below you can find guidelines about to prepare a support ticket for your problem.

nextnano simulation does not start#

Possible error sources#

If a nextnano simulation will not start, possible error sources could be

  • the license

  • the path to the nextnano executable

  • the path to the output directory

  • the path to the material database

  • the path or syntax of the input file

So first check the nextnanomat settings (‘Tools’ -> ‘Options’) for

  1. ‘Simulation’

  2. ‘Material database’

  3. ‘Licenses’

  4. ‘View/Output’

Additionally, verify if your input file does exist and is not located on a shared drive. For help on the input file syntax, go to the product specific syntax documentation for either nextnano³, nextnano++, nextnano.NEGF or nextnano.MSB.

Files to be included in support request#

If you are unable to solve the error on your own, please provide the following files for your support request:

  1. System snapshot for trouble shooting

  2. Screenshot of error message, if there is any

  3. Simulation log file, if there is any, including additional debug comments

  4. Simulation input file

Have a look at Preparing Support Request if you do not know how generate/find these files.

nextnano simulation does not finish (errors in log file)#

Note, if the error is connected to the syntax of the input file, please try to resolve the error on your own. You can find the product specific syntax documentation within the product sections of this documentation.

If an error message occurs during the simulation and you do not know how to resolve it on your own, add the following files to your support request:

  1. System snapshot for trouble shooting

  2. Screenshot of error message

  3. Simulation log file, including additional debug comments

  4. Simulation input file

Have a look at Preparing Support Request if you do not know how generate/find these files.

nextnanomat GUI does not start#

Sometimes the application will not start or crash unexpectedly. The Windows event log file can be helpful to troubleshoot errors. You can find them by opening the ‘Event Viewer’ application:

  1. Search for ‘event viewer’ in the Windows search bar

  2. Select and open the Event Viewer application

  3. Navigate to ‘Windows Logs’ and select ‘Application’

  4. You will see a list of recently occured errors and warnings

  5. Select the Application error which correlates with the time of the application crash

  6. Copy the information within the ‘General’ tab

  7. Paste the information into a text editor (e.g. Notepad++) and save as .txt

  8. Additionally, you can take a screenshot of the Event Viewer and save as .jpg or .png file

  9. Attach these files to your support request

  10. Note, sometimes two error events belong to one application crash. Then proceed as described for both of them.

nextnanomat GUI prompts error or exception message#

If an error message pops up during the runtime of nextnanomat, please send the following files with your support request:

  1. System snapshot for trouble shooting

  2. Screenshot of error message

Have a look at Preparing Support Request if you do not know how generate/find these files.