Support and Frequently Asked Questions (FAQ)

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Technical Support - General

IMG strives to release only fully tested & technically superb products. Over the years we have astounded individuals at the quality of our products & our level of support. So that we may continue focusing our resources on development, testing, and supporting our customers, we appreciate all efforts at resolving problems by reviewing the published material in the manuals, help, and notes; and referencing up-to-date information at this location on-line. Thanks for your help!

Please refer to the left column for general support issues (such as installing, licensing, etc.) and/or product specific Technical Support and Frequently Asked Questions (FAQ) with Answers.

Technical Support - Common

• Product Technical Support
• Annual Maintenance Support Options for Legacy and New Systems
• Search Technical Support Database (Knowledgebase)
• Transfer A License
• Manage License
• Support Account Login
• Request Technical Support / Check Status of Existing Case

Product Support - General

• Frequently Asked Questions (FAQ) - General

• IMG Frequently Asked Questions

• Licensing - Maintenance and Support of your Licenses

• Are you maintaining and supporting older or mixed versions of Windows systems? Is the Transfer a License process time-consuming? Are you considering upgrading or replacing those systems? Are you doing a phased roll-out upgrade? Would it help to have free IMG upgrades, integration support, and keyless (image ready) licensing for all of your systems?
• If yes, please be aware that customers on IMG's Annual Maintenance Support have many options and can typically maintain older versions and get free upgrades for new systems, when they are ready, all without any licensing steps.
• If you'd like to know more, please refer to IMG's Annual Maintenance Support page for more information or contact IMG's Customer Service for options and benefits.

• Touchscreen Calibration / pen/stylus issues / hardware issues

• IMG Software provides onscreen keyboards and utilities, and has absolutely nothing to do with the physical hardware, touchscreen, pen, stylus or computer system you are using. Our software has been used throughout the world on all types of systems, by all types of vendors, and often we have little or no idea about your particular system configuration. As such, it is detrimental to ask us for assistance on these issues, as it wastes time and effort for all parties.
• Often there is a calibration utility or option - check Control Panel, review all menu options in Programs (and Accessories), or look for a utilities or driver folder. You can also look at the Control Panel | Add/Remove Programs, as an installed program may lead you to the location of the calibration utility.
• If you need other support for the hardware, checking with the system manufacturer, or hardware manufacturer. Checking with any in-house IT (Information Technology) department may be effective.
• My-T-Touch^® is the trademarked name for the on-screen keyboard software (My Typing Touchscreen), part of the My-T-Soft^® software family - it is used by vendors that prefer the My-T-Touch name over the My-T-Soft name, and has nothing to do with the actual physical touchscreen, and does not provide driver software, etc. that works with any specific hardware. It works on all windows systems with any pointing device - it simply is a windows application that provides on-screen/virtual keyboard capabilities.

• Typing Problems (General)

• There must be a window to type into! We have had support questions from people who do not understand the power and/or simplicity of our software.
• Verify there are not utilities or other windows that "steal" the keyboard focus. We have reported issues with certain shareware type programs and Adobe's Gamma / monitor setting software.
• You may wish to set your Windows appearance so the "Active" window is very obvious (Display settings | Appearance).
• Verify that the "Active" window is not an icon on the task bar. (You can select the window you want to type in by clicking on it)

• Check the Version & Product support for different versions of Windows

• If you've upgraded your operating system (i.e. changed the version of Windows), you may need to also upgrade your IMG software.
• For licensing issues, refer to Licensing Technical Support.

• Developer's Kit

• All issues and any support information regarding IMG's Developer's Kit is available in our Developer's Corner.

• It may not be an IMG Software Issue

• We have hundreds of documented cases where the "problem" was attributable to the Display (Video) or Input (Mouse, Touchscreen, and Pen) hardware drivers. It is strongly recommended that the problem be duplicated with generic (Standard) drivers or in Windows Safe Mode before contacting IMG.

• How do I change the video driver?
• How do I start in Windows Safe Mode to test IMG software?

Technical Support Feedback

• "That was the best technical support I've received in a long time.", R.S., August 30, 2005
• "I wanted to write a quick note to thank your technical support staff for the assistance provided yesterday. I am new to the My-T-Touch software and Build-A-Board application and with [your] assistance I have been able to quickly and easily build an interface [with] Build-A-Board. ... Thank you again for making this future rollout much easier than anticipated [and] thanks to your software and your staff.", J.D., January 18, 2006
• "I wanted to thank you for all the support you provided... Everyone here is aware that there was a considerable amount of effort from IMG to support [our mutual customer]...", A.B., September 7, 2007
• "First, let me say your tech support is AMAZING... P.S. I am very impressed with your software and your company! It really takes a lot to impress me! ... IMG ROCKS!", J.S., March 11, 2009
• "We are extremely pleased with the level of support you have provided, and this will certainly result in a purchase from us this week...", D.B., April 12, 2010
• "We have used My-T-Touch for over five years and haven't had to contact you folks in ages. Mainly because your stuff just works!", L.H., April 4, 2011
• "... thanks again, it's good to get such excellent customer service.", J.A., June 11, 2013
• "Many thanks for the great and fast support", P.C., May 15, 2014
• "Thanks for your support, all the issues have been resolved...", D.B., March 31, 2015
• "Thank you and your team for helping us resolve this issue expeditiously! ", J.D., May 11, 2017