MerusCase Support is always here to help with MerusCase-related problems, but the line between a MerusCase problem and a local IT problem is sometimes quite blurry: MerusCase runs in a browser like Google Chrome or Mozilla Firefox and creates Microsoft Word and Adobe PDF documents, and problems with any one of these different products are difficult for users to distinguish from problems with MerusCase.

Our policy for these kinds of local IT problems has always been to inform the user when such a problem is better handled by their tech support rather than MerusCase Support, but we also frequently offer to fix the problem on the first or second occurrence. We're very concerned with making our clients happy, and we're willing to do these kinds of IT fixes once or twice as a gesture of goodwill.

Even our goodwill is taxed when these other products make unwanted changes or introduce bugs. We've had, for example, a handful of users call and email us over the last few weeks complaining of trouble opening court forms and other PDFs. All of these users have Google Chrome, and all of them also have Adobe Reader installed to view their PDFs...and an update to one of them was causing Adobe Reader in Chrome to get stuck at a black screen.