We answer a lot of emails every day and want to help you fast. The quickest way to a useful reply is to include the right info from the start.
1) Try these quick checks first
Read the FAQ – your question might already be answered.
Update to the latest version of CNC Simulator Pro.
Restart the app and your PC (yes, it really fixes some things!).
If the issue remains, send us a report with the details below.
2) Include your license info (required)
We can’t look you up without it.
Open License settings in the app.
Click Copy to clipboard.
Paste it into your email to support.
Email support@cncsimulator.com
3) What to tell us (the essentials)
Include as many of these as you can. More detail = fewer back‑and‑forths.
What exactly happened? A short description in your own words.
Steps to reproduce (1, 2, 3… what you clicked/typed).
Full error text (copy/paste the message or attach a screenshot).
CNC Simulator Pro version and Windows version.
When it started (date/time) and if it’s every time or intermittent.
Tried on another PC? (Yes/No).
Any recent changes? (new hardware/software, reinstall, VPN, etc.).
Attachments welcome: screenshots or short screen recordings help a lot.
4) Good vs. bad example
❌ Vague:
“It doesn’t work. Please help.”
✅ Helpful:
“I installed 4.0.1.4 on Windows 11 Pro 23H2. When I open File → Open CNC Program and select demo.cnc, I get ‘Object reference not set…’. It happens every time since Sep 29, 2025 ~10:30. I clicked License → Copy to clipboard and pasted my license info below. Rebooted PC and reinstalled—same issue.”
5) Copy‑paste template (fill in and send)
Subject: Issue with CNC Simulator Pro —
6) Security reminder
Never send your passwords or payment details. License IDs are fine to share with our support team.
Thanks for helping us help you! With the details above, we can usually diagnose issues in a single reply.