Welcome to the Apple Developer Frequently Asked Questions page. These pages provide
answers to frequently asked questions about our programs and services. Due to
the high volume of mail we receive, we cannot respond to every question or suggestion,
but we are interested in what you have to say. If after reading the Apple Developer
FAQ, you still have a question, please contact us.
ANSWERS TO FREQUENTLY ASKED QUESTIONS
Q: What type of technical support is offered by WWDTS?
A: The Worldwide Developer Technical Support group (WWDTS) provides development-level support to Apple technology developers who are enrolled in Apple's developer programs and have available technical support incidents. Development-level technical support means that WWDTS will answer questions about the code you are writing or the hardware that you are designing. WWDTS does not provide up-and-running technical support.
All development-level technical support for Apple's WWDTS group is handled via electronic mail. You can find information regarding technical support incidents on our Technical Support page.
Q: Where can I go for up-and-running technical support?
A: WWDTS does not provide up-and-running technical support; this
means we do not offer support for user-level assistance of Apple
software or Apple hardware.
Q: How do I submit a development-level technical support question?
A: You must first become a member of the ADC Online, Select or Premier Program. Online, Select, and Premier members may purchase technical support incidents separately (Note: Select and Premier members receive some technical support incidents included in their membership). Once you have at least one technical support incident listed on your Manage Assets - Active Assets page, you may send your question to firstname.lastname@example.org.
See recommendations on how to format an e-mail sent to Worldwide
Developer Technical Support below.
Q: Does WWDTS provide phone support for technical issues?
A: All development-level technical support for Apple's WWDTS group is handled via electronic mail.
Q: How can I tell how many technical support incidents I have?
A: You may check your Manage Assets - Active Assets page page via the ADC Member site to see how many technical support incidents you have remaining. You may also wish to check your Review History - Used Assets page to confirm.
A: The purchasing of enterprise technical support incidents has not changed. Please continue to purchase enterprise technical support incidents as you have been. These may vary depending upon your geographic region. If you need additional information, please contact the appropriate regional representative listed at http://www.apple.com/webobjects/buy.html.
NOTE: The Technical support incidents available for sale in the Purchase area of the ADC Member Site are NOT for WebObjects or Enterprise technical questions. For more details, please see the Enterprise Alliance Program FAQ.
Q: I need to be able to send development-level technical support questions from both my work and home, which have different e-mail addresses. How can I ensure that I am properly identified as being eligible for support?
A: You will need to create two ADC memberships. You can then transfer assets (such as Tech support incidents) between them as needed. If you are a Select or Premier member, your second membership can be a (free) Online membership. Please use separate e-mail address for multiple accounts.
Q: I recently submitted an order for technical support incidents and I am paying with a check or Purchase Order. How will I know when you have processed my payment and the incidents are available?
A: Once we receive your payment, you will receive an e-mail message confirming that your asset is now available. Your Technical Support incident(s) will show up in your asset table once we receive your payment. You can check the status of your assets by logging on to the ADC Member site at http://connect.apple.com and going to the Review History - Purchased Assets or the Manage Assets - Active/Pending Assets pages.
Q: Why are my technical support incidents all listed separately in my asset table?
A. Technical support incidents are grouped together by expiration date. They are listed separately so that Developer Technical Support knows to use the oldest incident first.
Q: I had trouble transferring one of my technical support incidents to an engineer at my company. What can I do?
A: Please make sure that the person to whom you are transferring an asset is at least an Online (free, no assets associated) member of the Apple Developer Connection.
Q: When do my technical support incidents expire?
A: All benefits that are bundled with your program membership expire when your program membership expires. Any products (except for Mac OS Anthology) you purchase outside of or in addition to the membership will expire one year from your purchase date. The expiration date is listed on your Manage Assets - Active Assets page.
Q: Do I need to join the Select or Premier Program in order to purchase technical support from Apple?
A: You may purchase technical support if you are an Online (free membership), Select or Premier Program member. See our Technical Support page for complete details on purchasing technical support incidents to enhance your membership offerings. Please note that the Select and Premier programs each have some technical support incidents bundled with their membership benefits. For more information on membership programs, please see our Developer Membership page.
Q: How many technical support incidents can I buy? Is unlimited technical support an option?
A: You may purchase as much technical support as you wish at any time by purchasing multiple incident packs.
Offering technical support for purchase by the single incident as well as in packs of 10, 25, or 50 incidents gives developers the convenience of buying as much as they need without paying for more than they need.
Q: How do I know that WWDTS has received my technical support question?.
A: After you have sent your question to email@example.com, you will
receive an "acknowledgement" email which will include your Follow-Up ID.
can expect to receive this email by the next business day.
Q: I've heard about this new product called (insert any code name here) that Apple is working on. How can I get information on it?
A: It is not Apple's policy to comment on unannounced products, whether or not they actually exist. We can not comment on products that are under development and are not announced. We also can't give release dates for products. You can look in the following places for our earliest discussions of new products:
Q: I have a simple question about my Apple product, but I don't want to have to call Apple Support. Is there a FAQ or information database available that I can search to find an answer to my question?
A: The Apple Tech Info Library(TIL) contains a database of over 14,000 articles that are used by Apple support technicians and field engineers worldwide. Answers to our most common questions can be found at http://til.info.apple.com/
Working with WWDTS
Q: How should I format an e-mail sent to Worldwide Developer Support?
A: The Worldwide Developer Technical Support group (WWDTS) provides development-level support to Apple developers who have enrolled in Apple's developer programs which include technical support or who have purchased technical support incidents separately. Development-level technical support means that WWDTS will answer questions about the code you are writing or the hardware that you are designing.
All development-level technical support for Apple's WWDTS group is handled via electronic mail. WWDTS will make every effort to provide an initial response to an incident inquiry within three business days.
You can help us respond to your questions quickly and easily by following the guidelines below.
1. Only one support issue per incident allowed. An incident is defined as a single, discrete problem. E-mails containing multiple issues may be returned to you for clarification concerning which issue you would like WWDTS to address.
2. Please include your name, e-mail address, company name, request number (if referring or responding to an open issue) and phone number in your e-mail. This information allows us to verify that you are entitled to technical support and allows our engineers to call you in response to an issue.
3. Include a full description of your problem/question
4. Send a sample project along, if appropriate. If you include a sample project or source code demonstrating your problem, it can help us track down the answer for you more quickly.
5. Give full configuration information for crashes/bugs. Please include your full configuration information by using the Apple System Profiler.
If you are experiencing or reporting crashes, please use the latest version of MacsBug with the 'stdlog' command to retrieve information related to your crash in a file that you can send as part of your e-mail.
Q: What is the turnaround time for an e-mail sent to Developer Support?
A: WWDTS will make every effort to provide an initial response to an incident inquiry within three business days.
Q: How can I register my creator code?
A: For information on registering creator codes, please refer to http://developer.apple.com/dev/cftype/
Q: How can I register my file type?
A: Apple no longer registers file types. Since file type codes do not need to be unique, there is no benefit in registering a file type code. Apple does not arbitrate these codes nor does it publish any previously registered codes. It is important that you continue registering any creator codes used by your application with Apple. Please note there are many file type codes which represent data stored in a standard format ('TEXT', 'PICT', etc.) and you should avoid using these file types unless you are saving data in a format appropriate for that file type.
Q: Where can I send feedback on the service I am getting from Developer Support?
A: Feedback regarding technical support received from WWDTS can be sent by going to our Contact ADC Programs page. Please include the following information in your message:
Q: Where can I get technical documentation on Apple technologies?
A: Technical documentation for Apple technologies can be found at the following locations:
Q: Where can I download software updates?
A: Apple software updates that are freely available can be downloaded from the Apple Software Updates.
Q: How can I get the Software Development Kit (SDK) for an Apple technology?
A: Apple SDKs that are freely available can be downloaded from the SDK page.
Q: Where can I get the latest Universal Interfaces?
A: The latest Universal Interfaces can be downloaded from http://developer.apple.com/sdk/
Q: Is sample code available online?
A: Sample code that is available online can be found at http://developer.apple.com/dev/techsupport/source/
ADC COMPATIBILITY LABS
Q: Who can use the labs and how often?
A: Premier and Select members of the Apple Developer Connection who have an ADC Labs asset as part of their annual membership have access to the labs. Premier members may use the labs up to three times a month, and Select members may use the labs up to two times a month. ADC Online members who have been transferred the ADC Labs asset by a Select or Premier member may also use the labs.
Q: How does a Premier or Select member transfer the ADC Labs asset to an Online member?
A: To transfer your ADC Labs asset to an Online member, please do the following:
The ADC Labs asset will now show up in the Online member's account. Be sure to notify the Online member that the transfer was made.
Q: How does an Online member transfer the ADC Labs asset back to the original owner?
A: To transfer the ADC Labs asset back to the original Premier or Select member, please do the following:
The ADC Labs asset will now show up in the originator's account. Be sure to notify the originator that the transfer was made.
Q: Where are the labs?
A: The ADC Compatibility Labs are located on the Apple campuses in Cupertino, California, USA and in Shinjuku-ku, Tokyo, Japan.
For lab location maps, please see:
Q: What hardware and software resources are available in the labs?
A: The complete line of Apple products is available including all versions of the Mac OS. Direct Internet access is always available, and analog and ISDN lines can be made available upon request. For equipment lists for each of the labs please see:
Q: How much does it cost?
A: There is no additional fee for ADC Compatibility Labs use. Access to the Labs is included in the Premier and Select ADC program memberships. You must be an ADC Program member with an ADC Labs asset to use the labs. For more ADC Programs information, please see:
Q: How do I schedule a test session?
A: For the Cupertino labs, please first view the equipment lists for each lab at:
Then call 408-862-7175 between 10 AM-Noon (PT), M-F to schedule a test session.
For the Tokyo labs, you may view the room descriptions and schedule your appointment over the Internet at:
Q: Where can I find out more about ADC Compatibility Labs?
A: More information can be found at:
Q: I am an ADC program member, how do I submit a bug?
A: Please note that you must be an ADC Member to submit a bug. If you are not an ADC Member and would like to join, you may register at http://connect.apple.com. ADC Program members may submit bugs by going to:
Q: Will I be charged for submitting bug reports?
A: We encourage and do not charge for bug reports from our ADC Program members. Additional information for submitting bug reports can be found at http://developer.apple.com/bugreporter. ADC Program members who submit a bug report using this form will receive an acknowledgment from Worldwide Developer Technical Support. However, if you would like a WWDTS engineer to supply a workaround for you, you must submit that as a technical support incident.
Q: I am not an ADC Program member and do not wish to join the programs, how do I submit a bug?
A: Apple offers the following options for people who are not an ADC Program member.
Q: What e-mail address do I write to if I need to contact the Apple Developer Connection or WWDTS for support?
A: We recently changed our e-mail addresses, so please visit our new Contact Us web page at http://developer.apple.com/contact for complete information.
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