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Reaching Allegro Packets Support: Difference between revisions
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(Created page with "== How to get support for the Allegro software or hardware == There are two ways of getting support in case you have questions or problems: # Write us an email to support@al...") |
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#* Our support line is available from 9 to 5 German local time (EST/CEST/UTC+1/2) | #* Our support line is available from 9 to 5 German local time (EST/CEST/UTC+1/2) | ||
#* We speak English or German. | #* We speak English or German. | ||
=== Necessary information === | |||
We might ask you for additional information if necessary: | We might ask you for additional information if necessary: | ||
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* Often we need a special file "debuginfo.zip" which is available at the menu "Info -> Status". It contains a lot of internal log files for different components and the current configuration (without sensitive data). | * Often we need a special file "debuginfo.zip" which is available at the menu "Info -> Status". It contains a lot of internal log files for different components and the current configuration (without sensitive data). | ||
* If the problem or question is related to specific network traffic, sometimes it can help to create a small capture for the traffic if possible and share that trace file with us. We will give detailed information about how to obtain the capture. | * If the problem or question is related to specific network traffic, sometimes it can help to create a small capture for the traffic if possible and share that trace file with us. We will give detailed information about how to obtain the capture. | ||
=== Web conference === | |||
Sometimes it can be helpful to take a look at the actual device to discuss the issues. We can set up a GotoMeeting conference so you can share your screen with us to look at the web interface if you prefer this over email or phone conversation. | |||