Technical Support Frequently Asked Questions

How do I reset a password?
How do I request a new user account?
How do I unlock my account?
Why am I not getting an email for my batch download?
How do I change rights to batch download or make redactions?
How do I add a printer?
How do I create a specific search?
What do I do if I’m having an issue not listed here?

How do I reset a password?

If you are a Reviewer or a Review Manager (RM) send an email to support@daticon-eed.com with the following information:

• Email address(es) of user’s account to be reset
• Username(s) for the account to reset

Note: for security Reviewers may only request password resets for their own accounts.

How do I request a new user account?

• If you are a Reviewer, please contact your Review Manager (RM) or Daticon EED Project Manager (PM) to request an account.
• If you are an RM or PM, send an email to support@daticon-eed.com with the following new account information:
  1. Project URL and (if applicable) subproject name
  2. User’s first and last name
  3. User’s email address
  4. Should they have batch download rights (Y/N)?
  5. Should they have redaction rights (Y/N)?

How do I unlock my account?

• An account can be locked because of repeated login attempts with an incorrect password or because of extended inactivity on the account (approximately 45 days)
• If you believe it is a password issue you can:
  • Wait 15 minutes and then attempt to login with the correct password, or
  • Contact Daticon EED Technical Support at 866-376-8080 or
    support@daticon-eed.com to request that your account be unlocked.
• If you believe it is an inactivity lock contact Technical Support and request a password reset.

Why am I not getting an email for my batch download?

• The email may be in your junk email folder. If so, mark it as “not junk” to avoid future issues.
• If the email is not in your junk folder, contact Technical Support.

How do I change rights to batch download or make redactions?

• If you are a Reviewer, please contact your Review Manager (RM) or Daticon EED Project Manager (PM) to request these rights.
• If you are an RM or PM, use these steps to grant these rights:
  1. Open Review Manager
  2. Click on User Maintenance
  3. Click on Add/Remove Users from Projects
  4. Check or clear the appropriate boxes next to the user’s name to grant/rescind rights
  5. Click Save

How do I add a printer?

• Navigate to the Properties screen of the printer you wish added
• Take a screenshot of the General Tab of the Properties screen
• Send an email to support@daticon-eed.com with the screenshot and a Technical Support Engineer will add the printer.

How do I create a specific search?

• Specific searches are a highly project-dependent activity that requires specific knowledge of the project and legal matter. Please contact your Daticon EED Project Manager (PM) for help with specific searches.

What do I do if I’m having an issue not listed here?

• Contact Daticon EED Technical Support at 866-376-8080 or support@daticon-eed.com.
• For quickest resolution send or be prepared to give the following information:
  • Client’s contact information
  • Project name and name of the Project Manager (if known)
  • URL for Discovery Partner Site
  • The urgency of the issue (“to what degree is work blocked?”)
  • Detailed description of the issue
  • What are you trying to do?
  • What steps did you take?
  • What did you expect to happen?
  • What actually happened?
  • If there is an error message, provide the text or a screenshot.
  • Provide a screenshot of the issue.
  • Provide IDs of specific or example items that exhibit the issue.