App Studio offers a variety of support plans to meet your needs. A Bronze Support Plan is included by default with all App Studio plans and provides access to the Knowledge Base, documentation and forums for instant answers 24x7.
Note that personalized support through tickets and Live Chat is only available with Silver and Gold Support Plans – purchasable separately.
If you purchased a Silver or Gold App Studio Support Plan, your Support Center Account will be setup for you by our team within 48 business hours of your plan purchase. An email will be sent to you containing a password reset link, which you need to click on. Please remember to check your Spam folder in the event you do not receive your email.
IMPORTANT: Your Support Center Account is separate to any existing App Studio accounts you may have created in the App Studio Portal. Those login credentials will not work with the Support Center, you will have to be signed up for Support plan to login.
App Studio is the leading cloud-based HTML5 solution that turns print into interactive award-winning tablet and smartphone experiences.
Our support team is here to answer all your questions about Quark products including QuarkXPress and Quark Enterprise Solutions. Check out our online knowledge base, documentation site and forums for instant answers 24x7.
If you have a current maintenance plan or are within your free support period you can also contact us directly through our online chat as well as My Support where you can submit tickets and fully manage and track your support history.
If you are a Quark customer and have a current maintenance or support contract we already have your support account setup for you. Please check out our knowledge base article for details on how to get started.
Any new purchase of QuarkXPress includes 60 days of free support and access to the support portal. To get your 60 days of free support you must first register, click here to register your copy of QuarkXPress. Note that it can take 2-3 hours for your support account to activate after registering QuarkXPress. Once active, you will be notified via email.
Welcome to Quark's IT Help Desk your single point of contact for assistance with IT related queries. You can create a help desk ticket which will be routed to the appropriate IT Help Desk engineer to research and correct your issue.
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Quark IT Support
Quark Platform Session Timeout
A Platform session is terminated by the server if no requests are invoked corresponding to it for a duration greater than Session Timeout. Session timeout value is configured via property session.maxIdle in config file ServerApp.properties . Default value of session timeout is 60 seconds.
To prevent server side termination of client’s session when user is idle, all Platform Clients including web applications (Workspace & Quark Author) periodically invoke a lightweight request of keepAlive(). In case of Quark Author, this keepAlive request is invoked in background. Interval of periodic keepAlive() request is a fraction (typically half) of configured session timeout value. Hence if session timeout threshold is 60 seconds, then a keepAlive() request is invoked every 30 seconds.
HTTP Session and Timeout
Platform web applications (Workspace and Quark Author) maintain user and document state using HTTP session. Platform session corresponding to a web user is also maintained via HTTP session. Most web servers have a mechanism of terminating HTTP sessions if no web requests are issued corresponding to the web session i.e. if there is no activity from browser. Typical value of web session timeout (in case of tomcat) is 30 minutes. Since this value is much larger than the Platform session timeout, a user’s web session is never terminated due to inactivity because keepAlive() requests are handled periodically by web server.
Based on above configuration values, a Platform session is never terminated due to user inactivity. Even in idle condition, the session will continue forever if the browser/tab is open.
The value of Platform Session idle threshold, as configured via property session.maxIdle, must be less than HTTP session timeout of web server. In case maxIdle is set to a very large value such as 2Hrs while keeping web session timeout at 30minutes, then keepAlive() requests will only be issued once per hour. This could lead to a situation where the web session may be idle for more than 30 minutes and will get terminated by web server. Any subsequent request will fail because platform session information stored in web user’s HTTP session was destroyed due to inactivity.