An unknown cause in the field has stopped the software from working normally. Can you help me?
We are not able to sort out field issues for anyone, unless you can provide actionable information. In other words, you have to isolate some possible causes.
You can either read various technical articles in the See also section below, or provide a reliable reproducible sequence that can help us to recreate the exact problem in our lab, so we can further work on the issue to see if there is something our software can improve.
If you are not able to provide actionable information, then we are pretty much blind on that issue, and thus won't be able to help you. That's why we offer trial evaluation for customers, so we reduce the risk of this situation happening.
We suggest users to compare the good ones (those without this problem) and bad ones and provide more clue for us to recreate the problem in the lab.
And no, we cannot assist you remotely using TeamViewer or similar methods, well at least not freely.