How to get the help you need.
We offer a number of resources to help you solve any problems you might encounter when using SAM. The online user's guide, accessible at the bottom of every SAM page, is an excellent resource for non-technical "how-to" help. The Known Issues, below, and the FAQs page contain ready answers to many common pre-purchase and technical questions.
Telephone and email support is available for Basic Plan subscribers at $75 per incident. Unlimited email and telephone support is free for Premium Plan subscribers. Response time, when not immediate, is usually less than four hours. Please see your User's Agreement for details.
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SAM 1.2 Known Issues
Navigation changes halt publishing process with either a false broken link found, or error '80020009'.
Currently navigation XML info for all sites is stored in a single navigation cache. If any user makes a change which forces the navigation cache to clear (adding a new page or chunk for example) while another user is publishing, the publishing process will be halted with an alert saying a broken link was found.
The short term workaround is to force a navigation refresh and continue publishing. To force a refresh select the "Click here to edit this page" option that is presented in the pubilshing window. In the window that pops-up append "&action=Navigation" to the URL and hit enter. Close the new window, and resume publishing, by either clicking "Resume" or right clicking in the publish window and selecting "Refresh".
We are working on a long-term fix in the next version.
Note: The navigation caches are unique to each client. This conflict can only occur when the two users are working on the same install of SAM. Each client has their own install.
Published pages all appear at the root.
This only applies to licensed install users who have not patched their SQLServer 2000 with SP3 or better. In short, there is a bug in SQLServer 2000 that was patched with SP3. The next version of SAM will not use SQL code to calculate paths, but until then SQLServer must be patched.
Scroll bar grows past end of scroll window.
Funny looking? Yes. Critical? No.
"Include" items for all sites are included with every site.
For clients with just a few sites, this is a non-issue, but for clients running 40 or 50 sites it's an unneccessary drain on resources. The next version of SAM will have separate include folders for each site and a separate shared include folder.
