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Support Requests

If you run into any problems with the SDK, you can reach us in one of two ways:

  1. Preferred: log in to manage.treble.tech and use the support chat in the bottom-right corner.
  2. Email fallback: write to support@treble.tech from the email address associated with your Treble account so we can match the request to you.

Providing Information for Support Requests​

For simulation-related issues, please include the Simulation ID in your support request. Providing these details will help our support team resolve your issue efficiently.

Finding the Simulation ID​

First, retrieve the project:

project = tsdk.get_or_create_project(name='My project')

Next, get the simulation causing the issue:

simulations = project.get_simulations(name='My simulation')
dd.display(simulations)

Example output:

┏━━━━━━━┳━━━━━━━━━━━━━━━┳━━━━━━━━━━━━━━━━━━┳━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━┳━━━━━━━━━━━┳━━━━━━━━━━━━┳━━━━━┳━━━━━┓
┃ Index ┃ Name          ┃ Created at       ┃ Id                                   ┃ Status    ┃ Freq. (Hz) ┃ Rcv ┃ Src ┃
┡━━━━━━━╇━━━━━━━━━━━━━━━╇━━━━━━━━━━━━━━━━━━╇━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━╇━━━━━━━━━━━╇━━━━━━━━━━━━╇━━━━━╇━━━━━┩
│ 0     │ My simulation │ 2023-11-17 17:43 │ 086cd847-bca0-466e-8069-d615af9bbaaf │ Completed │ 700        │ 5   │ 9   │
│ 1     │ My simulation │ 2024-10-29 15:34 │ a729b181-c810-423b-837b-4e8508f5899e │ Completed │ 1000       │ 1   │ 1   │
│ 2     │ My simulation │ 2024-10-30 14:21 │ 52245f9c-3854-4d10-aa4d-83d91f958ba0 │ Completed │ 1000       │ 1   │ 1   │
│ 3     │ My simulation │ 2024-12-09 13:10 │ 58044620-9f8e-4589-9a63-c0fb901f4163 │ Completed │ 1000       │ 1   │ 1   │
│ 4     │ My simulation │ 2025-02-19 11:17 │ 1b3d768e-36d5-4f5d-b893-e13b4414ea47 │ Error     │ 1000       │ 1   │ 1   │
└───────┴───────────────┴──────────────────┴──────────────────────────────────────┴───────────┴────────────┴─────┴─────┘

Find the row where the Status column indicates an issue (e.g., 'Error') and note the corresponding Simulation ID.

Getting More Details on the Simulation​

To fetch detailed information:

simulation_with_error = project.get_simulation('1b3d768e-36d5-4f5d-b893-e13b4414ea47')
dd.display(simulation_with_error)

Example output:

My simulation (1b3d768e-36d5-4f5d-b893-e13b4414ea47)
├── Status: Error
├── Sources
│   ├── source_noise_0 (06826d5d-d7f5-43dc-92e6-35998542bd38)
│   │   ├── Type: Omni
│   │   └── Position: 0.7261, 0.2616, 1.4746
├── Receivers
│   ├── receiver_0 (9978ef3e-5e79-4265-a6d3-35c91f9cf215)
│   │   ├── Type: Mono
│   │   └── Position: 0.474, 1.0045, 0.2662
└── Layers
    ├── Ceiling - None (b74a5b88-52a5-4b20-970b-ca82ea9c924d)
    ├── Acoustic - None (a9a1e742-f391-4ff1-85ab-026262a7c1cc)

Checking Simulation Tasks​

To check the tasks associated with the simulation:

dd.display(simulation_with_error.get_tasks())

Example output:

                                     Task list.                                     
┏━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━┳━━━━━━━━┳━━━━━━━━━━━┳━━━━━━━━━━━━━━━━━━━━━━┓
┃ Id                                   ┃ Type   ┃ Status    ┃ Percentage completed ┃
┡━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━╇━━━━━━━━╇━━━━━━━━━━━╇━━━━━━━━━━━━━━━━━━━━━━┩
│ 43007722-f2ed-45bf-9d97-d6738c8ad080 │ Mesher │ Completed │ 100                  │
│ c3916bde-29bb-4a82-98b7-750f70a4001e │ DG     │ Error     │ 80                   │
└──────────────────────────────────────┴────────┴───────────┴──────────────────────┘

Including these details in your support request will help our team diagnose and resolve your issue.